To monitor & respond to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system.
General
- Is directly responsible for the day to day key processes in his/her area of work
- Assists his/her supervisor in executing the day to day operational requirements
- Assumes training responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model
- Attends all scheduled training sessions
- Actively offers operational, employee and customer (internal and external) related feedback to management
- Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
- Adheres to the hotel's code of conduct and grooming & hygiene standards
- Is seen as working hands-on, assists colleagues in crunch times; Walks the talk
- Actively participates in briefings and meetings
- Maintains a clean and orderly work area and promotes a safe working environment
- Performs any cognate duties as assigned
Departmental
- Is highly knowledgeable on all hotel services and facilities including hours of operation, key hotel personnel, daily activities, special functions.
- Continuously updates the "Show Me You know Me" database; shares information with operational departments to ensure a high quality arrival experience.
- Updates and maintains guest history profiles
- Assists the Reservation Manager in the preparation of reports including cancellation, no shows, and sources of reservations
- Is Adept at handling multiple telephone calls at any given time
- Reviews guest history where available and takes steps to ensure high quality guests experience
- Reviews and verifies all WRO arrivals for appropriate profile
- Ensures appropriate guest recognition in accordance with the hotel's programs and using sound discretion
- Works closely with the Sales department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions etc.
- Monitors quality of data entry by user and rectifies if required to ensure company standards are met
- Clears suspended profiles in GUESTres
- Maintains high levels of guest confidentiality and data privacy as per company guidelines