Reservation Agent

Answer all calls promptly within 3 rings using the specified greeting for the hotel.

Ensure correct documentation is received for all payment details

Process and input reservations following hotel reservations policy

Liaise with conference and events to accept / decline group room requests

Enter and track group and conference blocks

Liaise with conference organizers to endure rooming lists and confirmation are received on time

Manage cancellations, pick up and release dates

Ensure the charges for the released rooms are communicated to the client and processed

Manage all group billing issues and resolve and account disputes, and liaise with Assistant Managers on account enquiries and disputes.

Adhere to all Reservations standards as outlined in respective manuals

Take personal responsibility to ensure that all enquiries are addressed

Ensure stop sells on room types and date

Maintain an open line of communication with the FO Manager and Revenue Manager.

Actively promote upselling.

Co-ordinate group reservations ensuring contract rates are loaded correctly into reservations to maximize efficiency and eliminate revenue rebates.

Ensure arrivals list is checked on a daily basis displaying correct rate and market codes.

Ensure the Hotel Guarantee Policy is promoted and adhered to.

Consistently deliver a product and service to meet the quality, standards and expectation of customers.

Management of VIP bookings.

Processing of no show bookings in accordance with hotel cancellation policy.

Active management of group blocks and wash. Ensuring this is managed effectively and communicated to other departments.

Any other duties assigned from time to time by the Department Manager / Supervisor

Talent & Culture Responsibilities :

Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.

Effectively use the guest feedback to improve product and service delivery.

Health & Safety :

Notify you Manager of any reason you may not be capable of performing your tasks safely.

Participate in workplace consultation on matters pertaining to Occupational Health and Safety, as per the hotels agreed arrangements.

Comply with safe work practices by following the company Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the company.

Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.

Attend and actively participate in all OH&S training required of you by the Hotel.

Report any health or safety hazards, incidents and injuries to your Manager / Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person / s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.

Participate and contribute to the risk assessment process when requested by your Supervisor / Manager.

Work cohesively in conjunction with the hotel s rehabilitation program, as required.

Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.

Be fully conversant with departmental fire and evacuation procedures.

Systems & Procedures :

Log and inform your manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.

Follow policies and procedures outlined in the Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.

Complete all duties, and ensure a concise hand over.

Customer Relations :

Provide efficient, friendly and professional service to all guests.

Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.

Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.

Work together with trust so that colleagues and management meet the goals of the department / Hotel.

Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.

Take every opportunity to be a salesperson by active selling of special promotions and facilities available within the Hotel.

Implement the company values and company customer vision to Offer the Best Service to Our Customers .

Company Industry

Department / Functional Area

• Ticketing
• Reservations

Keywords

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