Reservation Guest Service Officer

2 weeks ago

Ras alKhaimah, United Arab Emirates AccorHotel Full time

**Company Description**
Sofitel Al Hamra Beach Resort
- 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 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 be aware of and to follow emergency and security procedures.
- To respect key handling procedures.
- To respect Lost & Found procedures.
- To read and update logbooks.
- To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
- To maintain a clean and tidy working area at all times.
- To be updated with the latest administrative, organizational, operational or other changes and news.
- To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
- To maintain an atmosphere of high morale and a happy working relationship among the team.
- To respect schedules, terms and deadlines as agreed with the Management.
- To attend a daily line up briefing with the reservations team.
- To support reception training in reservation techniques and procedures.
- To carry out special projects according to the assignments.

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