Tasks, Duties And Responsibilities
MAXIMISES HOTEL REVENUE AND GUEST SATISFACTION
- Greets guests over the phone in a friendly, courteous manner.
- Records reservation information accurately in the PMS (Opera).Both Group and transient business reservations.
- Informs other departments of VIP arrivals.
- Advises travel agencies and companies on the required deposit and cancellation policy.
- Coordinates with Sales & Marketing and Front Office sections and updates them on any changes in rates, promotions or packages.
- Identifies commissionable reservations and secures required information.
- Records and processes deposit information.
- Identifies and records special billing instructions; approves credit after consultation with the Reservations Manager.
- Files all reservations in a systematic order for easy referral both on soft and hard copies.
- Contributes to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms.
- Records requests for special accommodations and suites.
- Advises and assists Reservations Manager to notify the Worldwide Reservations Centre of rates and availability status.
- Daily Assists with the preparation of the VIP list.
- Achieves maximum occupancy and average rate by utilizing yield management.
- Must uses up-selling techniques.
- Handles all special requests appropriately.
- Pre-blocks all special requests or VIP accommodations accurately.
- Keeps Reservations Manager informed of new group bookings.
- Utilizes guest history files for personalized service at the hotel.
- Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests.
- Deals with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner.
- Acknowledges assigned reservation faxes, emails, agent vouchers and walk-Ins.
- Report any guest complaints to the supervisor on duty.
- Demonstrate a service attitude that exceeds expectations. This will be done by handling next destination bookings.
- Maintains effective employee relations and is a team player with a Yes, I Can! Attitude.
Experience: Minimum 4 years of experience
