Company Description Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity. Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself. Job Description Position : Reservations Agent Department : Reservations Reports to : Reservations Manager ______________________________________________________________________ PURPOSE OF POSITION To answer and respond effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manners. KEY ROLES & RESPONSIBILITIES • Respond to enquiries about hotel products and services by telephone, fax, email etc • Determine guest needs and quote the appropriate villa and rate as per requirements • Assist guests with international calls and directory queries • Monitor Bill call costs • Advise defects on switchboard equipment to Manager • Accurate input of booking information into the OPERA Reservation System • Communicate / upsell activities for leisure, corporate & wholesaler’s guests • Understand Group Bookings – including cut-off dates, blocking and booking policies • Understand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventory • Has full knowledge of hotel facilities and services to promote its products and services • Process amendments to reservations such as extensions, early departures, etc. • Coordinate and communicate with all other departments to ensure a smooth operation • Maintain knowledge of special rates/ offers/ promotions • Type a variety of documents such as cover letters, daily pickup reports • File and organize a variety of documents and maintain stationery and office supplies • Perform duties and responsibilities in a confidential manner when applicable • Adhere to the hotel’s occupational, health and safety policies • Report any equipment failures/problems & repair requests to Maintenance Department • To participate in any training/development programs as recommended by Manager • Reconcile OTA’s Extranet with Opera • Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations • Maintain detailed knowledge of the Hotel’s fire, life and safety system • Perform all the tasks asked by Reservations Manager or Revenue Manager • Ensure LQA & Forbes standard are followed & aim to achieve the scores & goals set by Management • Timely Reporting of any operational issues to Reservation Supervisor to escalate to Reservation manager • Ensure data accuracy across all bookings and guest profiles • Handle VIP, repeat guests, and special requests with care and full ownership • Cross-verify daily reservations across OTAs, GDS, direct channels, and contracted wholesale partners to ensure consistency and accuracy • Actively support upsell and overbooking strategies in coordination with Revenue • Assist with daily, weekly, and monthly pickup and pace reporting • Monitor booking trends and alert on unusual activity • Comply with GDPR and guest data privacy requirements • Support with group blocks, rooming lists, and cut-offs in Opera • Participate in upselling initiatives and cross-training as needed PERSONAL ATTRIBUTES • Written and verbal communication skills in English • Able to develop rapport with colleagues and management staff • Ability to work cohesively with co-workers as part of a team • Ability to focus attention on guest needs, remaining calm and courteous at all times • Ability to promote positive relations with all hotel guests and patrons • Able to exercise good judgment with difficult guests • Understanding and ability to work in a multi-cultural environment Qualifications • High School certificate • Diploma from School for Tourism & Hotel Management is a plus • Minimum 1 - 2 years experience preferably in guest services/tele-marketing/reservations. • Familiarity with OPERA Cloud PMS and OTA extranets • Exposure to revenue management practices and rate parity • Experience in luxury or resort environments preferred