Reservation Officer

• Responsible to ensure that all information relating to a reservation is keyed correctly into PMS and is of the highest quality, and errors are kept to an absolute minimum. This practice will allow the production of true and correct statistical information, which will in turn enhance the overall Hotel operation.
• To understand, be supportive, helpful and encourage all colleagues.
• To maintain a good working relations with all departments and all external contacts.
• To coordinate functions and activities with other departments professionally.
• Treat customers and colleagues from all cultural groups with respect and sensitivity
• Exercise maximum collaborations with colleagues and customers.
• Emphasizing on team work to colleagues.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
• Participate in scheduled training and development programs as required by your Department Manager to improve self and department standards and attend departmental meetings as required Guest Service Responsibilities
• To ensure all leisure complaints received are reviewed and investigated with Sales Manager
• To ensure all leisure complaints received are reviewed and investigated with Sales Manager then discussed with Director of Sales and review follow-up action by sales persons.
• To assist in the meeting and greeting of VIP guests as required
Responsibilities & Means
• The Reservations Agents is responsible and accountable for all operations in relation to the Reservations Agents area of the Hotel whilst on duty. All computer input, manual filing procedures and statistical information relevant to reservations must be of high quality. You should strive to provide the most comprehensive and accurate information, to telephone callers, guests and other staff and Departments of the Hotel
Technical Responsibilities
• To ensure that every booking made by a travel agent contains the relevant travel agent name. This will ensure at all times that, the travel agent receives the correct commission on time, and the Hotel does not at any time forfeit revenue due to overpayment of unnecessary commission amounts.
• Responsible for ensuring that all reservation filing and correspondence is carried out daily. Filing must be strictly monitored and filed in a way, which ensures that all information is quickly on hand and easily located by all staff within the Front Office.
• Receives, processes and confirms all room reservations channeled through the efficiently and courteously:
-Telephone
-In person
-Facsimile
-Telex
-Email
Sales department
• Ensuring that reservations are processed based on the established room availability, applicable rates and billing arrangements.
• Direct entry into the system with all necessary information and follow Accor Reservation standard
(ResaVision) with following details
-Arrival date