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Reservations - Guest Service Officer

5 months ago

Ras Al Khaimah, United Arab Emirates Hotel Chadstone Melbourne MGallery Full time
  • To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
  • To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
  • To recognize potential clients and to transmit information to the Sales Department.
  • To recognize VIP guests and to apply the concerned policies.
  • To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
  • To promote the Accor loyalty programs and the hotel promotions.
  • To respect the privacy of the guests and the confidentiality of the information.
  • To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
  • To report all guest comments or complaints.
  • To call the supervisor or manager for advice in serious cases or if an approval is required.
  • To properly use the telephone etiquettes as per Sofitel standards.
  • To have a perfect knowledge of room types and rate structure.
  • To ensure the accuracy of all booking information entered in the PMS.
  • To maintain an accurate Guest History.
  • To have a perfect knowledge of the hotel configuration and products.
  • To achieve Quality Tools and Yield Management performance.
  • To know the competitors and to gather information about their activities and sales.
  • To provide updated reports and statistics to the Management and other departments.
  • To follow up availability and rate charts on TARS and other booking systems / channels.
  • To maintain database for ATACS follow up.
  • To follow daily check-lists.
  • To fulfill administrative tasks and filing.
  • To properly use and maintain the reservation communication system (telephone, fax, e-mail).