Responsibilities and essential job functions include but are not limited to the following:
Main Duties:
- To manage the reservations operations, including the communication Center, ensuring the hotel standards and procedures are fully known and followed.
- To ensure a proper teamwork and supervise the reservation and telephone operator section at all times.
- To ensure all incoming and outgoing room reservation request are attended and handled as per the hotel standards and procedures.
- To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
- To recognize potential clients and to transmit information to the sales Department
- To recognize VIP guests and to apply the concerned policies.
- To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
- To promote the Accor loyalty programs and the hotel promotions.
- To ensure the privacy of the guests and the confidentiality of the information is respected.
- To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that telephone etiquette is properly used as per Accor standards.
- To ensure a perfect knowledge of room types and rates structure among the reservation team.
- To ensure the accuracy of all booking information entered in the PMS.
- To ensure the Guest History records are accurately maintained and all recurring guests are pre-registered.
- To ensure a perfect knowledge of the hotel configuration and products among the team members.
- To ensure the achievement of Quality tools and yield Management performance with the reservation team.
- To implement and control the Focus and other financial and audit procedures.
- To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
- To implement and follow up daily check lists.
- To assist in securing external guest accommodation should an overbooking occur
- To know the competitors and to gather information about their activities and Sales
- To provide updated reports and statistics to the management and other departments.
- Update availability and rates charts on TARS and other booking systems/channels.
- To prepare forecasts and statistics.
- To respect schedules, terms and deadlines as agreed with the management.
- To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
- To ensure that all team members are updated with latest administrative, organizational, operational or other changes and news.
- To be updated with the competitor's offerings and rates.
- To liaise closely with sales on rate management.
- To conduct a daily line up briefing with the reservation team to recapitulate task and activity.
- To attend any inter-departmental meeting using this opportunity to encourage the interactivity with reservation team and to review the operational standards and procedures.
- To share daily activity highlights with the Revenue Manager, including internal and external guest opportunities.
- To be an ambassador of the hotel, in and outside the workplace.
- To ensure uncompromising levels of cleanliness and maintenance through each employee’s responsibility.
- To interview potential candidates and assist in new employees' integration in liaison with People and Culture department.
- To create an atmosphere of high morale and happy working relationship among the staff.
- To conduct staff evaluations and surveys.
- To develop staff motivation and performance through action plans.
- To become involved in staff retention and satisfaction.
- To ensure training and regular “refresher” courses are conducted and attended as scheduled.