Verify if reservation confirmation letters are send for all processed bookings within the stipulated time.
service
Maintains a clean and organized work area.
Update No- shows and cancellations on all OTA&039;s without fail to avoid and unwanted commissions.
Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.
Track all reservations picked up from all On- line channels like hotel website, OTA, GDS, other third party etc.
Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas.
Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
Verify if each reservation requests are processed as per the hotel standards and without delay.
Adjust rates according to suggestions from Yield or Revenue management systems.
Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
Be courteous, friendly, and helpful to guests, mangers, and fellow employees.
Manage all aspects of reservation department in the absence of reservation manager.
Receive contracts detailing room allotments and creates allotments on the hotel management system.
Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.
Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.
Assists and prepare in groups pre- arrival process and also preparing group rooming lists.
All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.
Performs other duties as required to provide the service brand behaviour
Verify all reservations taken on the reservation forms are updated on the PMS without fail.
If there are failed reservations to update the Hotel software then process those reservations manually.
Create and manage rates and packages configured on the Hotel software.
Gives personal attention, takes personal responsibility and uses teamwork when providing guest
Process retentions, no- show and cancellations as per the hotel policy and procedures.
Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
Attends all scheduled meetings as required with HOD&039;s or Sales team.
Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents.
Ensure deposit payment is taken in advance for all pay at hotel reservations eg: Direct reservation, OTA&039;s (Booking.com, Orbitz, Expedia etc.)
Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.
Train newly recruited reservation staff in taking reservations, telephone etiquettes , reservation module on hotel software and processing emails.
Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
Ensure acceptable service levels and all statistical reports are sought and maintained.
Co- ordinate with software vendors for any availability, rate or booking integration issues.
Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no- show, etc.
