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.