To ensure all incoming reservation requests by emails and telephones are replied within the stipulated timeframe and must be adhered to the Brand Standards.
Duties and Responsibilities
- To have full and up-to-date knowledge of the hotel products and services.
- Attend to all incoming enquiries and requests by email, fax and telephones regarding reservations are replied as per the standards.
- Accommodate all guest requests in an accurate and efficient manner and ensure all reservation enquires are professionally handled.
- Accurately collect data in all the systems and maintain according to Company standards.
- Ensure all details including full address, telephone number and email address along with any preferences are updated on the individual profile.
- Promote and maintain good public relations and use every opportunity to maximize revenue by upselling, promoting hotel products and facilities etc.
- Ensure that all guarantee letters and rooming lists from Companies or Travel Agents without credit facilities are received and approved by the Reservations Manager prior to the guest’s arrival.
- Keep concerned departments informed about VIP guests and any other special requests.
- Ensure correct profiles are attached for guests, Tour Operators, DMC’s and Corporates to ensure quality of reservations data.
- Ensure that the correct market and source codes are linked to the rate code used.
- Organize visa requests for hotel guests as and when it is requested.
- Print and reconcile trace reports on a daily basis.
- Print and action No Shows on daily basis.
- Ensure cancellation report is printed daily and any cancellations are charged as per the policy.
- Update company profiles with the correct corporate rates & rate codes.
- Ensure all FAM Trip / Complimentary rooms are booked as per standard outlined.
- Follow up on non-guaranteed / tentative bookings.
- Responsible for the correct filing of all correspondence.
- Review all expected arrivals seven days prior to the arrival date.
- Maximize room revenue through the conversion of telephone calls into sales.
- Utilize effective upselling techniques as per the prescribed guidelines.
- Be fully familiar with all market segments and rate plans used across all distribution channels.
- Achieve targeted goals in the Hotel Mystery Shopping Program.
- Maintain accuracy and cleanliness of the Property Management System database.
- Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction.
- Ensure confirmation numbers / letters are sent to all respective reservations.
- Complete understanding and effective execution of current systems and tools, including Protel.
- Understand the hotel's policy on guaranteed reservations and no-shows.
- Understand the deposit conditions and credit policy of the hotel.
- Promotes goodwill by beings courteous, friendly, and helpful to guests, colleagues and all other key stake holders.
- Support the Reservations Team Leader, Manager and/or Revenue Management Team with special projects as and when required