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Position Details: Reservations Agent

Location: Kigali, Rwanda
Openings: 1


Position                            Agent, Reservations

Level                               Colleague

Department                     Reservations

Reports to                       Manager, Sales and Marketing

Subordinates                   N/A

 Job Details & Requirements

Job Summary

The role of the Agent, Reservations is to be the main point of contact for individual, trade partner and group guests in the reservation enquiry, conversion and booking process. It is the responsibility of the Agent, Reservation to actively promote and sell One&Only Nyungwe House in a professional, knowledgeable and courteous manner to incoming calls, incoming emails and incoming correspondence and input reservations accurately and comprehensively.

The Agent, Reservations is generally the first point of contact that guests and trade partners have with One&Only Resorts and therefore excellence in customer service is required.

Provide personalized services and co-ordination of all aspects of the guest’s stay at the Resort, through communication with other departments, and to act as the primary link between the guests and the operations prior to the guest arrival to the resort.

Follows standards and procedures set out by One&Only Nyungwe House.


Key Duties and Responsibilities

Promote and sell One&Only Nyungwe House to potential clients to secure reservations per One&Only Resorts standards.

Handle all telephone, email and fax sales enquiries and reservations.  Accurately input all reservations. Identify and secure any missing information that requires follow up. Up-sell accommodation and on-sell resort facilities in accordance with the department policies and procedures. Ensures all reservations correspondences are read thoroughly for Special Instructions / Requests are executed accordingly. Ensure all transfer, billing, special requests, past guest data and other information is accurate and comprehensive and minimise any information gaps in the booking process. To arrange and co-ordinate the activities, tours /transfers and special requests of guests and visitors to the resort, ensuring that they have the maximum comfort and convenience for the duration of their visit.

Attend to specific online reservation portals (online travel agent portals and Kerzner reservation portals) to download and check new reservations and update existing reservations with guest information, payment information and arrival / departure details.

Undertake relevant pre-arrival checks for One&Only Nyungwe Resort.

Assist with follow-up of group reservations in enquiry, tentative and definite status in Opera property management system.

Finalize and communicate relevant information to operational departments.Liaise with resorts to ensure active and open communication is occurring with regards to guest needs and expectations.Learn and possess full product knowledge of resort rooms, resort facilities and the local areas. To be familiar with all resort facilities and available services. This is to include all relevant outside services, attractions and nearby sport and recreational facilities in order to advise guests on any queries that may arise.

Be fully competent in Opera property management system.

Communicate and work closely with Sales and Resort Colleagues.

The reservations department may operate 7-days per week, 365-days per annum. Weekend and public holiday roster shifts may be required in this role.

Adheres to all hotel policies and procedures and standards laid out by One&Only resorts and practices these daily.

Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring that the property maintains its mark as one of the leading properties.

Ensure to fulfill daily tasks; follow up on Retention Charges for all Cancellations and No Shows, as per Contract clauses, rate check to avoid rebates. Ensures that all confirmations, regret letters and replies are sent within twelve hours of receiving the query (if at all possible).

Handles difficult situations effectively following resort standard, policies and procedures.

Other duties as may be prescribed from time to time due to operational or management needs.

Skills, Experience & Educational Requirements

Prior experience in a 5-star hotel (or similar) with at least 12 months Front Office or reservations experience.

Experience in using Opera property management system highly advantageous.

Possess a well-developed knowledge of the Hospitality & Tourism industry and distribution channels.

Microsoft Word and Outlook is essential and Excel skills desirable.

Attention to detail essential.

Data entry and strong written skills.

Excellent telephone manner and/or Call Centre experience.


Core Values & Competencies

Blow Away The Customer

I care and work towards exceeding the expectations of my customers

I am proactive and deliver unique and everlasting memories for our customers

Develop Passionate and Committed People

I am committed to being thoughtful towards our colleagues

I am passionate about my role  

Continuously Strive for Perfections (good enough never is)

I constantly seek new ways and ideas to improve what I do

I am inspired to make a difference

Achieve Sustainable Bottom Line Performance

I am honest and fair

I take responsibility and contribute towards the financial performance of where I work

Functional competencies


I present a professional image according to established standards


I speak in a clear and concise manner both in person and over the phone

I express ideas in a clear and coherent manner

Functional Skills and Knowledge

I demonstrate my knowledge and skills effectively

I take responsibility for my actions

Time Keeping & Grooming

I report for work in my department on time daily

Response to Supervision

I demonstrate respect for my leaders

I respond to supervision positively

Application Deadline : 2-Aug-2017

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