Reservations Agent
4 weeks ago
- To attend and handle all incomingand outgoing room reservation requests as per the hotel standardsand procedures.
- To attract guests and toenhance their loyalty providing a distinctive service throughcommunication and sales skills in order to improve the hotels imageand to increase revenue.
- To recognize potentialclients and to transmit information to the SalesDepartment.
- To recognize VIP guests and toapply the concerned policies.
- To maintain agood commercial relationship with all the bookers:guests/companies/agencies.
- To promote the Accorloyalty programs and the hotel promotions.
- Torespect the privacy of the guests and the confidentiality of theinformation.
- To manage any guest complaint in aprofessional manner by owning it resolving it to the guestsatisfaction and recording it.
- To report allguest comments or complaints.
- To call thesupervisor or manager for advice in serious cases or if an approvalis required.
- To properly use the telephoneetiquettes as per Sofitel standards.
- To have aperfect knowledge of room types and ratestructure.
- To ensure the accuracy of allbooking information entered in the PMS.
- Tomaintain an accurate Guest History.
- To have aperfect knowledge of the hotel configuration andproducts.
- To achieve Quality Tools and YieldManagement performance.
- To know the competitorsand to gather information about their activities andsales.
- To provide updated reports andstatistics to the Management and otherdepartments.
- To follow up availability and ratecharts on TARS and other booking systems /channels.
- To maintain database for ATACS followup.
- To follow dailychecklists.
- To fulfill administrative tasks andfiling.
- To properly use and maintain thereservation communication system (telephone faxemail).
- To be aware of and to follow emergencyand security procedures.
- To respect keyhandling procedures.
- To respect Lost &Found procedures.
- To read and updatelogbooks.
- To maintain appropriate stock levelfor the smooth run of the reservations operations and to initiaterequisitions accordingly.
- To maintain a cleanand tidy working area at all times.
- To beupdated with the latest administrative organizational operationalor other changes and news.
- To share dailyactivity highlights with the supervisor and manager includinginternal and external guest opportunities.
- Tomaintain an atmosphere of high morale and a happy workingrelationship among the team.
- To respectschedules terms and deadlines as agreed with theManagement.
- To attend a daily line up briefingwith the reservations team.
- To supportreception training in reservation techniques andprocedures.
- To carry out special projectsaccording to theassignments.
RemoteWork :
No
EmploymentType :
Fulltime
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