Reservations Agent Department — The Magnolia Hotel

Job summary

The Quinta do Lago Group is recruiting for the position of Reservations Agent at The Magnolia Hotel.

Possibility of integration in a solid company
Remuneration compatible with the functions
Employment contract


Candidate Profile

  • Fluent in Portuguese and English
  • Ability to work as part of a team
  • Good time management, organization and planning skills
  • Ability to communicate verbally and in writing
  • Customer and detail oriented
  • Autonomy, proactivity, dynamism and commitment
  • Good presentation and personal care

Key Responsibilities

  • Carry out all the daily tasks set by the Head of Reservations.
  • Ensure that proper telephone manners and information passed to guests are maintained at all times.
  • Ensure that the response times put in place by management are carried out.
  • Fully knowledgeable about hotel guest rooms, hotel facilities and reservices, rates, promotions, amenities, programs, hotel facilities and services.
  • Answer guest inquiries pertaining to hotel services, dining, entertainment, Quinta do Lago outlets and activities and travel directions, etc.
  • Follow-up tentative bookings and update reservation status.
  • Respond to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
  • Have knowledge of entire Reservation Procedure according to the hotel’s implemented strategy and standard operating procedures put in the place.
  • Full understanding and importance of hotel segmentation and pricing strategy.
  • Ensure special handling of repeat and VIP guests.
  • Bring to the attention of the Head of Reservations or Revenue Manager when the hotel availability status is highly impacted (cancellations or peaks) and prepare for necessary action.
  • Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
  • Ensure deposit payment is taken in advance for all pay at hotel reservations e.g.: Direct reservation, OTA's etc.
  • Review no-show and cancelled reservations and processes charges according to hotel’s policy, without fail to avoid and unwanted commissions or revenue losses.
  • Verify if each reservation requests are processed as per the hotel standards and without delay.
  • Records and files all reservation correspondence neatly and accurately in the Hotel’s PMS.
  • Maintain cordial relations with commercial clients.
  • Responsible for maintaining a neat and orderly position at all times.

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