Reservation Officer

 Ensures all correspondences, faxes and electronic mail to be promptly replied within 24 hours.

 Maintain all files, records and documents in an orderly manner.

 Assists with any discrepancies encountered by Hotels’ front desk.

 Co-ordinate closely with Sales personnel to enter all data for Groups / Convention bookings.

 Ensure all Group / conventions rooming list are entered promptly and accurately, releasing any unused rooms back to Hotel’s room inventory.

 Alert Reservations Manager on any oversell period due to heavy Group movements.

 Inform respective Hotels if corporate rates are not properly loaded.

 Familiar with how to book Request for Suite-desk reservations.

 Check daily arrivals to ensure all reservations entries are complete and accurate.

 Focuses on identifying and meeting customer's needs by taking their interests and complaints seriously. Delivers prompt, efficient and personalised service. Shows empathy and understanding for others views and attitudes. Ensures professional, high quality work standards are met. Accepts criticism without hostility or defensiveness and uses it constructively to progress.

 Is responsible for maximization of room sales and revenue for the Hotel.

 Supervises the taking of reservations and operates systems in accordance with minimum hotel standards.

 Fully conversant in the use of Reservation System.

 Ensures a sales attitude is adopted at all times and maintains an awareness of sales opportunities within the Hotel.

 Develops and maintains a high level of communication with all major sources of business and advises the Reservations Manager on feedback where necessary.

 Trained in the Reservation Sales module and ensures consistent application of the methods thus achieving a high percentage of sales conversion from reservations enquiries.

 Ensures Reservations Manager is kept informed of all developments within the department.

 Accepts and confirms customers’ requests for accommodation at the Hotels, repeating all details to ensure accuracy in the data entered and providing them with a confirmation number.

 Process / amend / cancel all reservations request by phone, mail or fax directly in reservation system, promptly and accurately to established standards.

 Ensures all waitlisted business is recorded appropriately.

 Keeps abreast with current and future marketing initiatives.

 Adheres to all company credit policies to ensure all revenue expected will be received.

 Adheres to pre-set availability and rate controls.

 Maintains high personal standards of timekeeping, always present for duty as scheduled.

 Attends and participates in Briefings/Meetings as required.

 Ensures that all guest and colleague interactions are positive and professional, showing humility and respect to guests, colleagues and all employees.