Description
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.
Details