Reservations Agent

Discover your 100% YOU with MicroSourcing!

Position: Reservations Agent

Location: 2 ECOM MOA

Work setup & shift: Training onsite for 2 weeks, then it will transition to a hybrid setup (4 times per month reporting on site)

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

The Reservations Agent is expected to perform (but is not limited to) the following tasks:

• Handles reservations calls (new booking, existing booking, enquiries, etc.) ensuring utilization of and adherence to the Quality guidelines as required by Clients.
• Ensure all guests are aware of operational policies - credit card, cancellations, car parking and check in/check out times, etc.
• Enter confirmed reservations into CMS, ensuring all Guest Information & Data Fields are accurate.
  
  

Communication

• Ensure that communication with customers, employees and others is honest, open and professional.
• Communication with Hotel Managers and Head Office departments on a regular basis as appropriate.
• Foster a harmonious relationship between properties and the Central Reservations Office.
• Notify the Floor Manager, Call Centre Operations Manager, Reservations Coordinator, RMs or GMR of any issues immediately as they arise and provide appropriate solutions.
• Vigilant yield management - sell within rate ranges and ensure the highest rate achievable is sold. Sell peak rates at every available opportunity. Sell from the highest room category down on every enquiry.
• Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events or opportunities.
• Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets.
• Sell all rooms at a rate that maximizes owner returns and management commission and upsell property facilities (parking, breakfast, transportation arrangements, etc.
• Monitor last room availability & advise Rate Loaders to Stop Sell allocations of last rooms available through channel manager SiteMinder.
• Monitor all waitlisted reservations in CMS for assigned property - shuffle the reservations chart & allocate rooms where possible + hold rooms where necessary.
• Track sales promotions/advertising in CMS as required & advised in Promotional Advice.
• Ensure all marketing information (source, region, market and origin fields) is entered correctly to ensure the effective tracking and reporting of the information required.
• Send daily reports to supervisors of all statistical information as required in the policies and procedures.
• Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications.
• Carry out any additional duties as required by the Floor Manager, Call Centre Operations Manager, Reservations Coordinator, Revenue Managers or General Manager of Revenue.
  
  

What You Need

Non-negotiables

• Excellent written and verbal communication
• Strong customer service skills and ability to build relationships quickly
• Excellent interpersonal and communication skills (verbal and written)
• Computer and database proficiency
  
  

Preferred Skills/expertise

• Must be comfortable working in a fast-paced environment with flexibility and resilience in responding to multiple changing priorities
• Highly developed communication and relationship building skills which extend to all levels of the organisation.
• Drive and commitment - demonstrated enthusiasm, commitment and capacity for sustained effort and hard work, ability to set high standards of performance for self and others and thrives in a vigorous and dynamic work environment.
• Effective planning and organisational skills to manage pressure situations, multiple tasks and ability to work with a sense of urgency.
• High degree of emotional intelligence.
• Ability to deal sensitively and maturely with confidential information and records.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply