1.    Ability to communicate in English with all callers, to their understanding.

2.    Ability to compute basic mathematical calculations.

3.    Knowledge of telephone system, first-class telephone etiquette.

4.    Knowledge of Microsoft programs, including Excel.

5.    Ability to communicate in a second language.

6.    Previous experience in PBX, guest relations or reservations is preferred.

7.    Ability to input and access data in telephone system.

8.    Ability to monitor and follow up on all switch board calls.

9.    Ability to provide clear and pleasant telephone communication to all callers.

10. Ability to ascertain caller’s needs and comply with such to ensure caller’s satisfaction.

11. Ability to provide legible messages.

12. Ability to maintain discretion and confidentiality of all calls, guest room numbers and pertinent hotel information.

13. Ability to input and access data in a computer.

14. Ability to maintain positive relations with all inquirers and internal customers.

15. Ability to be well organized, maintain concentration, think clearly and follow up.

16. Ability to focus on guests and travel agents needs, remaining calm and courteous.

17. Ability to maintain hotel’s standards, policies and procedures.

18. Ability to work with minimal supervision.

19. Ability to prioritize and organize work assignments.

20. Ability to focus attention on details.

21. Ability to work well under pressure.

22. Ability to be a clear thinker who can remain calm in an emergency situation and resolve problems.

23. Ability to maintain in stationary position for extended periods of time with limited movement.

24. Ability to work cohesively with other departments as part of a team.

Essential job function

1. Maintain complete knowledge of:

·         scheduled daily activities

·         in-house groups

·         hotel extension numbers

·         beeper number/radios carried by hotel personnel

·         all special requests (DND, screen calls, NRG, etc.)

·         hours of operation of each outlet

·         features and services provided by the hotel

2. Set up work station with necessary supplies and resource materials; maintain cleanliness

    throughout shift.

3. Secure headset to console and log onto system.

4. Access all functions of system according to established procedures and standards.

5. Ensure proper working condition of beepers and radios; report malfunctions to supervisor.

6. Accommodate all telephone, beeper and page requests in a congenial manner within _____

    minutes of request.

7. Respond to all incoming telephone calls within 3 rings, providing proper salutation and

    closing. Answer phone quickly and politely. Record information completely and accurately.

8. Use the customer’s name whenever possible.

9. Route callers to requested guest or hotel personnel/department. Before transferring a call,

    explain to the customer that he will be transferred to the requested phone and await the

    customer’s reply before transferring a call.

10. Use appropriate farewell greeting.

11. Place calls on "hold" only after agreement from caller.

12. Monitor busy lines; check back with caller on hold to update status and offer to take a message.

13. Monitor unanswered lines; return to caller after ____ rings to update status and offer to take a message.

14. Take, record and relay messages accurately, completely and legibly. Activate/deactivate guest room message light accordingly; distribute hotel personnel/department messages to designated location.

15. Activate voice mail system for each arriving guest within _____ minutes of check-in. Offer callers’ detailed information on voice mail system.

16. Access system to print guest messages on PBX printer and contact Bell Stand for delivery of printed messages within 15 minutes after printing.

17. Accept, record and deliver wake-up calls accurately and promptly.

18. Provide callers with accurate information on hotel facilities and services.

19. Accept and process all guest requests for:

·         Screening calls

·         Do not disturb

·         Call forwarding

·         Conference calls

·         Non-registered guest

20. Access system for long distance carrier's foreign language operator.

21. Update in-house guest list every two hours from main menu.

22. Assist callers with credit card, calling card, collect, overseas and person to person calls.

23. Allocate designated surcharges, long distance and operator assisted charges to correct guest room billing.

24. Monitor telephone system problems and maintain log of such.

25. Handle guest complaints/irate callers by following the instant pacification procedures and

      ensuring guest satisfaction.

26. Document in mystique all guest complaints or problems immediately and notify designated department by using F9 / personnel for resolving the situation. Follow up within _____ minutes to ensure completion and guest satisfaction.

27. Assist in emergency situations as central communication center for hotel.

28. Process confirmation letters for all reservations.

29. Monitor guest facsimile machine for incoming faxes; process outgoing faxes for guests.

30. Legible document maintenance needs on work orders and submit to Manager.

31. Update the visual board daily and be informed about memos and daily operation.

32. Be familiar with all SOPs and LSOPs.

33.Know and understand the hotel selling strategy for maximizing hotel occupancy and revenue.  Strive to follow this strategy when selling hotel to prospective guests using feature and benefit sales skills.

34.  Offer alternative dates and/or room types in case of sold out situation; wait-list not confirmed requests.

35. Actively offer (up-sell) two-room (suite) accommodations. Be aware of the budget, daily and monthly results and objectives, seasonality, daily revenue management strategies and restrictions.

36. Modify and cancel reservations according to guest requests.

37. Use MARSHA and /or Opera computer reservation system to process reservation once a sale has been closed. Register all information accurately and quickly according to hotel credit policy and other requirements.

38. Have working knowledge of Sales Department, Front Office operations, credit policy, hotel services and operations.

39. Have specific knowledge of hotel layout and design of each guestroom. Be familiar with the surrounding area as well as other hotels in the area.

40. Record all guest requests in an accurate and efficient manner.

41. Communicate guests’ price reaction to Reservation Supervisor and/or Reservation Manager.

42. Register all price turndowns.

43. Process group rooming lists. Enter group reservations according to group requirements.

44. Prepare, renew daily reports, shift reports, and any additional reports required by Reservation Manager or Revenue Manager.

45. Collect and archive all written reservation request, communicate payment information to Front Office and Finance Departments.

46. Process visa support requests in timely matter, following all of the requirements.

47. Successful completion of the training/certification process

48. Maintain cleanliness and working condition of department equipment (fax machines, printers, etc) and work areas.

49. Know how to maintain all technical equipment.