Reservations Sales Agent

Entity/Property: COMO Metropolitan Bangkok & COMO Point Yamu
Position: Reservations Sales Agent
Division: Sales & Marketing
Department: Reservations
Reports into: Cluster Reservations Manager

Job Purpose: 

To handle guest inquiries and bookings for both COMO Metropolitan Bangkok and COMO Point Yamu Phuket. This role involves processing reservations accurately, providing detailed information about the hotels and their offerings, and assisting guests with their accommodation needs. The Reservations Agent aims to deliver excellent guest service, ensure accurate reservation records, and contribute to maximizing room occupancy and revenue for both properties.

Tasks/Responsibilities:

• Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system.

• Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

• Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.

•  Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.

• Processes reservations from the sales office, other hotel departments, and travel agents.
•  Knows the type of rooms available as well as their location and layout.
• Knows the selling status, rates, and benefits of all packages plans.
• Knows the credit policy of the hotel and how to code each reservation.
• Creates and maintains reservation records by date of arrival and alphabetical listing.
• Determines room rates based on the selling tactics of the hotel.
• Prepares letters of confirmation.
• Communicates reservation information to the front desk.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes advance deposits on reservations.
• Prepares expected arrival list for front office use.
• Assists in preregistration activities when appropriate.
• Monitors advances deposit requirements.
• Handles daily correspondence. Responds to inquiries and makes reservations as needed.
• Makes sure that files are kept up to date.
• Maintains a clean and neat appearance and work area at all times.
• Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
• Walk around with the client and ensuring that they secure whatever services they are in need of.
• Getting information about areas of interest in order to target more clients in particular seasons.
• Making arrangements as per clients travel programs.
• · To be aware of all front office procedures and assist with reception duties when required.

General:

• Ensure individual style, working practices, and conduct align with COMO’s Mission, Vision and Values.
• Enhances team morale and spirit by cultivating strong relationships with hotel colleagues.
• Undertakes any additional tasks as instructed by the superior.
• Is thoroughly acquainted with all health and safety, fire, and emergency procedures.
• Adheres to high standards of personal hygiene, attire, uniform, and body language.
• Remains courteous and professional in all situations that reflect on the hotel's reputation.
• Attends meetings and training sessions as required by the superior.
• Actively participates in and supports the hotel’s sustainable practices, contributes and initiatives.
• Ensures that all activities are conducted with honesty, integrity, and in line with Thai law.

Performance Evaluation Criteria:

• Achievement of the goals and objectives of the respective department
• Quantity and nature of guest comments and complaints.
• Individual performance vs hotel standards