Reservation Officer

1. Follows standards as directed.

2. Conduct oneself in a professional manner at all times and adhere to the required conduct and House rules, fire regulations and department procedures.

3. Answer all incoming calls according to standards.

4. Completely knowledgeable with room types, rate categories, special rates and promotions, VIP and guest types for all reservations. Maintain a good knowledge of guest room and suite layouts. Completely familiar with policies and procedures regarding reservation procedures.

5. Sell Hotel rooms and services with a concern for both profit and guest satisfaction. Ensure all reservation calls are handled professionally and according to standards ensuring that the average rate is maximized.

6. Note bed types and other room preferences on guest file.

7. Give accurate confirmation, cancellation numbers to all callers placing and/or canceling reservations. Mail or fax, confirmations to all callers who request confirmation in writing.

8. Ensure that items not included in room rates and any special conditions are fully and clearly explained to the Guest.

9. Assist in maintaining a close working relationship with both the Sales and Front Office departments. Assist in ensuring group booking, contracts are entered into the PMS computer with full and correct information.

10. Keep the Sales Department informed as to occupancy commitments originated by conventions, tour groups, etc. Maintain an effective flow of communication from the Reservations Department to all other departments.

11. File back-up reports, group bookings, reservation printouts, etc. on a daily basis.

12. Answer all guest correspondence within one business day. Ensure that requested information is sent expeditiously to all inquirers.

13. Familiar with, and honor status controls and special conditions for companies/organizations that have “block space” with the Hotel.

14. Maintain office supplies at par levels. Re-order supplies as needed so as to maintain effective inventory and cost controls.

15. Answer all travel agent commission inquiries on a timely basis, according to all standards.

16. May be assigned other related tasks or responsibilities as required by Reservation Manager