Job Description
Responsibilities:
1. Handles all incoming reservations enquiries in a timely manner, taking particular care to up-sell and maximise revenue opportunities.
2. Provide passionate, knowledgeable and friendly service to external and internal guests at all times.
3. Greet all guests that come into contact with the Reservations department in a friendly manner, ensuring that the guest name is used at all times.
4. Maintain accuracy during the call & while inputting details on the call.
5. Answer all telephone calls within three rings in a professional manner according to brand standard.
6. Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity.
7. Ensure all guest details are fully updated on PMS system and maintain efficient records.
8. Action requirements as needed & confirm accordingly with the guest/booker.
9. Adhere to set rates.
10. Become & maintain fluency with the Accor Loyalty Programme.
11. Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area.
12. Read all communication material at the commencement of each shift.
13. Ensure special requests are communicated to relevant Departments to ensure they are actioned appropriately and in a timely manner.
14. Communicate clearly with other Departments as necessary to ensure relevant information is passed on.
15. Advise Sales Team of any relevant sales leads.
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