İş Tanımı
To monitor, supervise and train the reservation agents in maintaining and delivering high levels of standards according to company policy and procedure. To assist the Reservations Manager in the operation and requirements of the department.
$ads={1}
Have a full working knowledge and ability to supervise, train, correct and demonstrate all duties and tasks, in assigned place of work, accordingly to the standards as set.
To follow up on lost business and bring information about them to the knowledge of the department superiors.
To keep reservations staff informed on all changes or developments within the hotel and the company.
To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
To have complete understanding of the Hotel’s Employee Handbook and adhere to the regulations contained within.
Be fully conversant with all market segments and rate plans used across all distribution channels
Complete understanding and effective Opera PMS. Be involved in all property PMS Conversions.
Ensure that the department is well aware of changes, new procedures, hotel facilities.
Foster Raffles Family’s Values (Passion, Excellence, Fun & Family)
Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
Always acknowledge and greet guests in a prompt, friendly, professional and genuine manner.
Speak clearly when you are addressing your guests as FRIENDS.
Make FRIENDS at ease by always wearing your RAFFLES SMILE; friendly genuine smile and a happy attitude at all times.
Go the extra mile to make sure all guest’s expectations are not just met, but exceeded.
Treat everyone in a respectful way.
Arrive on time for your shift properly dressed.
Assist the management team to control rates and inventory for group business, low yield rooms allocations, complimentary rooms and upgrading, group space blockage and timely wash, especially during the peak season and/or high demand days.
To supervise the Reservations Agents in their daily duties in line with check-list, including agent responses to guests.
Check all the reservations and back up correspondence for the next day arrivals
To check reservations made the previous day and check all arrivals.
To monitor group bookings and work closely with group department.
Performs any other duties as assigned to him/her by management.
Utilize effective up selling techniques and follow up upsell targets to achieve.
Be flexible in sales technique through offering the right product to the right guest at the right time
Responsible for effective implementation and compliance with Reservation Standards
Achieve targeted goals in the LQA Hotel Mystery Shopping calls and give feedback to the team members regarding phone calls.
Maintain accuracy and cleanliness of the PMS Database and to merge profiles
Control Upsell back up and deliver to Assistant Reservations Manager / Reservation Manager on time
Ensure market segmentation is accurate for each reservation
Share best practices and innovative ideas with management team.
To assist management team with the duties required for the smooth running of the department; non-guaranteed bookings, groups etc.
Support Reservation Agents with the daily telephone traffic for both Reservation and PBX lines to ensure that the abandonment ratio is minimal.
To certify that all Reservation & PBX Agents are adhering to hotel standards and that these standards are implemented at all times.
Calculate weekly EUR and TL commissions and deliver them to Accounting department.
$ads={2}
