Position Overview

• Responsible for all reservations over the phone by fax, internet and email
• Increases and optimises room sales in line with the brand and hotel’s sales policy
• Work as a team alongside Groups and M&E sales to provide smooth service to customers
• Multi tasks while under pressure and have a proactive approach

Main responsibilities

• 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 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
• Monitor forward reservations on a daily basis.
• Actively promote upselling within the reservations team.
• Maintain a positive selling approach to maximize yield in both occupancy and rates
• Assist the management team with any tasks or spreadsheets as required
• Ensure arrivals list is checked on a daily basis displaying correct rate and market codes.
• 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.

Minimum 1 year experience in hotels

Strong understanding of front office & reservations tasks

Leadership skills

Clear communication

Guest focus

Free hotel stays.

Discounts in hotels, restaurants and partner companies.

Health care plans available