Reservations Agent

About the Role and Organization

The Reservations Agent role is based at Avani Windhoek Hotel & Casino in Khomas, Namibia. Avani Hotels focus on creating a balance between style and utility, combining vibrant social environments, functional and stylish rooms, and locally influenced cuisine. The brand emphasizes an upbeat service culture valuing hospitality and guest satisfaction, with properties across multiple continents.

Key Responsibilities

• Support the efficient functioning of the Reservations department to achieve the hotel's business targets.
• Strictly follow Standard Operating Procedures (SOPs).
• Drive upselling efforts to meet monthly revenue goals.
• Stay fully informed about the hotel’s sales strategies, rates, packages, group bookings, and reservations status.
• Process and respond to all reservation inquiries within 24 hours as per company standards.
• Manage daily follow-up reports as required by the department.
• Check and reconfirm expected arrivals 1, 3, and 7 days in advance according to SOPs.
• Maintain organized administrative procedures to prevent booking errors such as double-bookings or non-guaranteed reservations.
• Apply hotel policies regarding no-shows, cancellations, credit, and pre-payments accurately.
• Keep current with detailed hotel information including room types, rates, facilities, F&B outlets, promotions, spa, and other services.
• Own responsibility for enhancing product and service quality to maximize guest satisfaction and promptly address any guest-related issues.
• Monitor daily arrivals ensuring guest requests are fulfilled and reservation commitments are honored.
• Create and sustain a motivating workplace within the department and foster collaboration with other hotel teams.
• Understand interdepartmental relations, such as those with Sales, Group Sales, and Front Desk teams.
• Remain knowledgeable about local seasonality and relevant events impacting bookings.
• Proactively market other Minor International sister properties.
• Coordinate with Accounting regarding reservation processes, reports, operational issues, and commission payments.
• Offer assistance and a welcoming attitude to local tour operators and travel agency representatives.
• Manage reservation changes including new bookings, amendments, cancellations, and confirm payment methods.
• Attend hotel events, daily briefings, and training sessions to enhance professional expertise.

Additional Information

Representing the hotel and country to guests worldwide is valued. Respectful treatment of guests and colleagues is essential, with teamwork focused on delivering superior service quality.