What do we expect from you?
Under the general guidance of the Reservation Supervisor or any other authorized by the management, handle all room reservation inquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through the upselling and increasing length of stay.
How your day looks like:
• Accountable for maximizing revenue by converting reservation inquiries in accordance with the hotel selling strategy and providing an excellent standard of customer service.
• To answer all incoming reservation inquiries, by telephone, or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings.
• To be fully knowledgeable in the operation, functionality, and standards required in using Opera and TARS Systems.
• To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue. team, whilst always attempting to gain the highest possible revenue advantage for the hotel
• To input reservations into the Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards.
• To update any special requests and billing details in Opera.
• To provide polite and friendly responses to all incoming telephone inquiries.
• To be fully aware of the hotel’s facilities and pass the information on to the customers, and maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible.
• To process all inquiries and reservation confirmations on the same day as receipt.
(Cut off time daily: 4.30 pm)
• To maintain accurate filing systems for all correspondence within the department.
• To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities.
• To identify potential sales leads for the sales team to develop future accounts.
• To be aware of the hotels’ financial targets and the contribution made by the reservations team in achieving those targets.
• To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude.
• To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Director of Revenue Management.
How do I deliver this?
Tell it like it is- Authentic, honest, you mean it, sincere, true.
Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.
I've got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different.
Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.
