Accurately and efficiently receive and process guest reservations whilst observing policy and procedures for the property operation, and ensuring a timely response to all reservations enquiries. Through professional telephone etiquette, and email communications, provide accurate and helpful information regarding the property facilities and services to all contacts with a view to maximising room and rate yield and maximising revenue.
- Process and input group, FIT and corporate reservations following hotel reservations policy;
- Assist Events & Groups Executive in Reservations activities;
- Answer all calls promptly, within three rings using specified greeting for hotel, in a courteous and efficient manner. Ensure that all relevant information is obtained.
- Ensure all reservations are accurately actioned within the same working day.
- Take personal responsibility to ensure that all enquiries are addressed.
- Ensure all outward correspondence complies with company procedures, and any unusual correspondence is authorised by the Rooms Division Manager, General Manager or a senior member of the executive team.
- Action requirements made by the Revenue Team
- Adhere to rates published in the Rate Manual or rate advertisements.
- Exceptions to the published rates must be made through Senior Management
- Actively promote Accor Live Limitless membership and benefits
- Ensure traces and alerts are in place for a seamless stay delivery – ALL status level, rate exceptions, special celebrations and requirements
- Record and process commissions weekly
- Monitor and respond to all queries made via third party websites where we have portal access
- Maintain a positive selling approach to maximise yield in both occupancy and rates