Provide outstanding service to all guests of the hotel. Book reservations for guest rooms and restaurant, take all incoming calls, answer all needs of guests and visitors.
¨ To maximize revenue by converting inquiries into a reservation
¨ Assist in back up the front desk, check ins, check out and other duties associated
¨ Greet all guest in a welcome and warm fashion
¨ Have a good understanding of the parking options at and around the hotel and general understanding of area attractions
¨ Become familiar all the emergency plans for each department
¨ Professionally handle any guest’s complaints and follow through
¨ Have a good understanding of the hotel layout and all features
¨ Upsell any guests that are looking to make any reservations
¨ Answer the hotel phone system in a polite and professional manner
¨ Communicate with management professionally and frequently
¨ Follow up with other departments when a guest had an issue at the hotel, make sure all management are aware of outcome
¨ Observe the company’s rules and procedures and carry out any reasonable request from the Manager or any other department Manager.
¨ Process reservations by mail, telephone, email, fax or referral.
¨ Process reservations from the sales office, other hotel departments, and travel agents.
¨ Know the type of rooms available as well as their location and layout.
¨ Know the selling status, rates, and benefits of all package plans.
¨ Know the credit policy of the hotel and how to code each reservation.
¨ Create and maintain reservation records by date of arrival and alphabetical listing.
¨ Determine room rates based on the selling tactics of the hotel
¨ Prepare letters of confirmation
¨ Communicate reservation information to the front desk
¨ Process cancellations and modifications and promptly relays this information to the front desk
¨ Understand the hotel's policy on guaranteed reservations and no-shows
¨ Process advance deposits on reservations
¨ Track future room availabilities on the basis of reservations
¨ Help develop room revenue and occupancy forecasts
¨ Prepare expected arrival list for front office use
¨ Assist in preregistration and front office activities when appropriate
¨ Monitor advances deposit requirements
¨ Handle daily correspondence
¨ Respond to inquiries and makes reservations as needed
¨ Ensure files are kept up to date
¨ Maintain a clean and neat appearance and work area at all times.
¨ Promote goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees.
¨ Follows up with guests ensuring that they secure whatever services they are in need of from the hotel.
¨ Gather information about areas of interest in order to target more clients in particular seasons.
¨ Actively works to upsell hotel rooms and services
¨ Be aware of all front office procedures and assist with reception duties when required.
¨ Be fully aware of and adhere to health and safety, fire and bomb threat procedures.
¨ Willing to undertake any reasonable request made by management in any other areas of the house.
¨ Open and close the availability as needed and when required of hotel in all the GDS channels, OTA channels and on the hotel website.
¨ Configure rates on the hotels property management system.
¨ Train anyone who comes to work in the reservation department to the established procedures
¨ Answer phone calls and direct calls to the right person/extension per the established procedure
¨ Arrange guest special needs and record them in their folio,
¨ Create rooming contracts for wedding/special events held at the hotel
¨ To ensure all reservations are recorded following established procedures
¨ Ensure that the contact is sent to the contact on a scheduled timeframe
¨ Keep close contact with all the brides/contacts from all the groups
¨ After discussion with group contact release any rooms that are left in any blocks on the release date
¨ Keep close contact with any group contacts prior to any release date
¨ Flexibility to step into whatever role is needed at the time in order to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
¨ Comply with hotels policy and procedures regarding attendance and attire
¨ Many job duties overlap other positions and employees must be ready and willing to step into any role as needed in order to meet the guests’ needs
¨ Maintain a clean and professional appearance and condition
¨ Willingness to work weekends, holidays, and/or flexible hours