Senior Reservations Officer
Legacy Hotel Apartments
مجموع سنوات الخبرة :11 years, 9 أشهر
• Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral. • Processes reservations from the sales office, other hotel departments, and travel agents. • Knows the type of rooms available as well as their location and layout. • Knows the selling status, rates, and benefits of all packages plans. • Knows the credit policy of the hotel and how to code each reservation. • Creates and maintains reservation records by date of arrival and alphabetical listing. • Determines room rates based on the selling tactics of the hotel. • Prepares letters of confirmation. • Communicates reservation information to the front desk. • Processes cancellations and modifications and promptly relays this information to the front desk. • Understands the hotel's policy on guaranteed reservations and no-shows. • Processes advance deposits on reservations. • Tracks future room availabilities on the basis of reservations. • Helps develop room revenue and occupancy forecasts. • Prepares expected arrival list for front office use. • Assists in preregistration activities when appropriate. • Monitors advances deposit requirements. • Handles daily correspondence. Responds to inquires and makes reservations as needed. • Makes sure that files are kept up to date.
• Consistently offers professional, engaging and friendly service • Follows Hotel’s telephone etiquette standards. • Generate various operational reports for the coordination of the Housekeeping department. • Handle telephone calls and ensures all messages, information and requests are logged, communicated promptly and accurately to provide prompt delivery of excellent service for both internal and external Guests. • Maintain effective record and filling systems; completing all administrative reports accurately and in a timely manner. • Process requests and delegates work assignments in a timely manner while adhering to Marco Polo’s brand standards. • Responsible for communicating all operational concerns to the leadership team and proactively addressing any day to day operational concerns. • Assist Housekeeping Supervisors for taking a lead role in the coordination of all Housekeeping employees and activities including: office opening and closing, daily room assignments, inspection of rooms, evening service assignments, and other special tasks. • Responsible for liaising with Front Office and Maintenance department in the overall operation of the rooms division. • Maintain complete knowledge of all Housekeeping services, outlets, hotel areas / features and hours of operation. • Follow all Occupational Health and Safety regulations. • Ensures key control procedures and inventory of communication devices. • Adhere to Hotel’s policies with regards to security.
Attend to cutomer's concerns regarding billing and product offers. Assist customers with regards to technical problems with the system of the bought products.
• Deliver excellent customer service, at all times • Serve and present hot non-alcoholic beverages quickly and efficiently, meeting company standards • Assist in keeping front-of-house and toilets clean and tidy, at all times • Keep up to date with current promotions and new products • Make customers aware of offers on our great food and drink range • Speak to customers to ensure that they are satisfied with their meals • Maintain personal knowledge by completing in-house training and workbooks • Always adhere to all company policies and procedures and licensing laws • Be involved and contribute at team meetings • Carry out instructions given by the management team and head office