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.

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.