Reservations Officer - Casual Labor

KEY RESPONSIBILITIES
Job summary
• To ensures the smooth and efficient operations of Reservations department through prompt, effective and proper service to achieve room revenue target.
Essential duties and responsibilities
• To ensure guest satisfaction, anticipate and exceed guest expectations promptly.
• To ensure all guest needs are dealt with accurately and efficiently.
• To ensure all internal and external customers are treated with highest priority and respect.
Other standard responsibilities
• To be aware of the duty timings, arrive on shift at least 10 minutes prior to commencement of duty, update self on any important communication.
• To handle all incoming calls effectively with a professional and informative approach as per the Reservations call standards.
• To be fully aware of rate structure, packages structure, selling strategy, top accounts, guarantee or cancellation policy, forecast for the month and overall hotel budget.
• To ensure all reservations are entered in the PMS accurately with all records maintained.
• To ensure all correspondence is answered within the same day, prioritising the ones that have an urgent request.
• To be fully aware of all Events, Exhibitions, Conferences, Conventions and any other parameters influencing the hotel revenue positively or adversely.
• To keep yourself updated of the selling strategy and occupancy trend of the times ahead.
• Be aware of the Market Segmentation and Source of Business linkage to rate codes.
• Follow the procedure for correspondence check ensuring any errors if at all are eliminated and ensure all Interface bookings are updated with proper details.
• To ensure calls to be answered within 3 rings.
• To ensure all correspondence is answered within the same day, prioritising the ones that have an urgent request.
• To ensure that the reservations tray is cleared before leaving for the day.
• To be fully aware of the product, city, competitor hotels etc.
• To keep work area tidy and clean at all time.
• To ensure all departmental equipment is well maintained.
• To be fully aware of the emergency procedures i.e. Fire, Power failure, Bomb threat, death and to have full knowledge of Health and Safety procedures.
• Shift work will be required to cover the operations of the Department.
• Complies to the company policies.
• Takes on other tasks in addition of the ones stated, in a reasonable framework.
• Is a "brand ambassador" at all times and ensures brand integrity and clarity are always maintained.
• Models the company's culture, vision, mission and core values at all times.