Reservations Agent - Christchurch - HIND Management

Description

The Role

The Reservations Agent will consistently provide an exceptional level of service that exceeds the expectations of our guests and ensures the smooth and efficient operations in the department through prompt, effective and proper reservations service to achieve maximum room revenue in order to meet or exceed the revenue target.

We have one passion. You – we care, we do the right thing, and we work together – you are expected to demonstrate these values in your day-to-day interaction with guests and employees. As an Accor franchise property, this role always delivers to the guest the product and service experience that is consistent with the Novotel brand and the Accor Heartist principles.

This is a permanent full-time role, with an hourly rate of $25 - $27, this role will require you to work some Saturdays.

Responsibilities

• Have knowledge of the entire Hotel Reservation Procedures
• Responsible for the hotel, local reservations and all reservation links directly or indirectly to Accorhotels.com
• Responsible for implementation of all Novotel's reservation policies and procedures
• Have knowledge of hotel and guest room facilities/services
• Actively promote upselling within the reservations team
• Ensure special handling of repeats and VIP guests
• Able to handle all reservation correspondences, promptly answer all phones/email requests and record them accurately into the PMS system. Spot check regularly all reservations loaded into the PMS system are up to date.
• Observes and ensures that proper telephone manners are maintained and adhere to the Hotels Reservation standards.
• Check and process no-shows from previous day and report this to Front Office & Operations Manager.
• Manage cancellations, disrupts and release dates.
• Regularly check guest history records and liaise with the Front Office Manager should a tidy up need to be actioned.
• Communication with the sales department to forward all possible leads and feedback from inbound and corporate clients.
• Supervise the Group reservations, create Group Masters and update Group information as it is received e.g. Rooming Lists, Arrival, and Meals. Follow up on information if not received. Liaise with other departments to ensure group requirements and special requests are actioned.
• Manage all group billing issues and resolve any account enquiries and disputes with the Front Office Manager.
• Ensure completion of daily duties e.g. Correspondence, Filing, Reports etc. Clear past reservations monthly and file in file boxes for storage.
• Reconfirm all arrivals 2 days prior to arrival and ensure all relevant information is available to Front Desk by the evening prior to arrival.
• Handle client compliments or complaints and ensure proper feedback to the Hotel Manager for communication or rectification by department(s) concerned.
• Any other reasonable request as required by Hotel Management.

About you

• Previous hotel front office or airline experience
• Confident, motivated, enthusiastic and determined
• Takes pride in work and has exceptional attention to detail
• Flexible and adaptable in approach
• Committed to continuous professional development
• Valid Right to Work in NZ

We are all valued

• Discounts at our hotels, restaurants and spas across our network
• Staff, family and friends rates at our hotels
• Meals on duty and uniform provided
• Excellent reward & recognition events
• Service and anniversary gifts and benefits
• Wellbeing programme including Health insurance discounts
• Paid training and individual Employee Development Plans
• Training towards NZQA qualifications and our very own online digital learning platform
• Free Life Insurance, Digital Will & Best Doctors teleservice after 3 months of employment

Our values are based on caring, working together, and doing the right thing. We are passionate about our people. We encourage people from diverse backgrounds to apply. We are proud to promote diversity and inclusion within our workplace and ensure an equitable selection process for all.

Hind Management

We build, operate and manage high-performing hotel, restaurant, and spa businesses. Our mission is simple: we strive to be industry leaders in social and environmental responsibility.

Through Kaitiakitanga and sustainable travel, we care for and protect Aotearoa's unique environment for generations to come.

We do the right thing and we have built our businesses on a foundation of honesty and integrity.

Our portfolio of brands are some of the most accessible in New Zealand, this comes from Hind Management's belief in empathy, understanding and accommodating differences.

We work together, we are connected on so many levels. Family, business, community, local, global. From the simplest of goals - putting a smile on our guests' faces - to dealing with challenges on a global scale, we can only achieve it if we work together.

Welcome to Hind Management

We are committed to accessibility, should you require assistance or support and are unable to apply online due to an access need, contact our office (03) 99051727. We will aim to respond within 48 hours Monday to Friday 9am - 5pm.

We encourage people from diverse backgrounds to apply. We are proud to promote diversity and inclusion within our workplace and ensure an equitable selection process for all. We offer a fully inclusive accessible hiring process, let us know how we can support you to present your best self.

Our Values

E MANAWANUI ANA MĀTOU - WE CARE

KA WHAI MĀTOU I TE TIKA - WE DO THE RIGHT THING

KA MAHI TAHI MĀTOU - WE WORK TOGETHER