Main Responsibilities
• Ensure guestroom and master keys are properly managed at all levels.
• Manage systems that are setup within the reservation department to ensure accurate handling and monitoring of phone calls.
• Review hotel arrivals, departures and in-house reports to manage guest requests, VIP arrivals, group bookings and other reservations requiring special attention.
• Post manual charges, advance deposits, no show charges and other charges as required following established procedures.
• Handle VIP guests as required.
• Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.
• Coordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues.
• Responsible for room allocation for arrival guests according to reservation requests and inventory availability.
• Handle group bookings as required.
• Assist and prepare in groups pre-arrival process and also preparing group rooming lists.
• Be available to address issues with regard to charge disputes and discrepancies when required.
• Track all reservations picked up from all online channels like hotel website, OTA, GDS, other third party, etc.
• Ensure Reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc.
• Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
• Ensure all hotel guests are greeted, registered, assisted and checked out efficiently.
• Monitor all tentative / provisional / waitlisted bookings entered on the system and follow up done for deposits / guarantee.
• Manage and monitor Front Office cashier cash float and handover properly to the next shift.
• Update No-shows and cancellations on all OTA&039;s without fail to avoid and unwanted commissions.
• Maximizes room revenues by utilizing techniques to maximize occupancy and average rate, including regular analysis of hotel competitive set.
• Ensure all department level billing, cashiering and cash float procedures are strictly adhered to.
• Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
• PABX supervision duties:
- Ensure all wake-up call requests are properly recorded and accomplished.
- Update the emergency contact list each shift to ensure all Manager on Duty extensions are accurate and in working order.
- Troubleshoot telephone problems where appropriate.
- Ensure all systems are in place for handling emergency situations.
- Ensure all guest requests are properly logged and carried out according to established standards and procedures
- Review hotel arrivals, departures and in-house reports to ensure all Telephone Operators are aware of VIP guests, group bookings, privacy messages, and other reservations requiring special attentions.
- Ensure all phone calls are efficiently and properly transferred to their appropriate destinations according to established standards and procedures
- Ensure all phone calls are picked up within 3 rings.
• Ensure that all reservations are inspected and blockings are done as per procedure, attend to room changes, establish status of available rooms and plan the day’s work.
• Must do proper handover with previous shift on pending matters, and discuss on current or possible problems, and must be familiar with room situation in hotel and city, VIPs, and staff manning.
• Ensure all Business Centre activities and transactions are accurately managed.
• Review and modify schedule for staffing control to ensure proper coverage to meet business needs with the authorization from Duty Manager / Assistant Front Office Manager / Front Office Manager.
• Ensure guestroom and master keys are properly managed at all levels.
• Conduct routine inventory taking to ensure stock levels for operating equipment and other items are up to par for Front Office Department.
• Responsible for room inspection to ensure standards of quality are adhered to.
• Fully aware and control guest traffic of all the activities and events taking place in the hotel and briefs staff accordingly.
• Handle VIP guests of the hotel and responsible for VIP movement in the hotel.
• Must check pending payments in daily basis and coordinate with concerned department to ensure the flow of hotel revenue is smooth.
• Monitor the condition of facilities and make recommendations on maintenance repairs or renovations and refurbishments requiring capital expenditure budgets to ensure an updated look and feel for the hotel.
• Ensure arrangements for VIP guest are properly organized and inspected.
• Ensure all group bookings are coordinated for smooth handling upon arrival and departure.
