JOB DESCRIPTION: RESERVATIONIST
Department: ROOMS DIVISION | FRONT OFFICE
Reports to: Front Office Manager
job purpose
To maximize hotel revenue and guest satisfaction by receiving, handling and processing guest reservations in accordance to the Companies Policies & Procedures and standards with the intention to achieve the highest occupancy percentage at the best possible room rates
Position Description
Main Outputs and Responsibilities for This Position
TASKS, DUTIES & RESPONSIBILITIES
- Process all reservations in accordance to the Companies Policies & Procedures.
- Maintain complete knowledge at all times of all the properties features, services, layout of rooms
- Be familiar with all Accor Rates, Special Packages, Promotions, Loyalty Programme, Rate Codes, Booking channels, segmentations and Reservations systems and platforms.
- At all times know room availability and status.
- Ensures that all reservation requests are dealt with in a timely manner.
- Maintain accurate levels of inventory, based on forecasted demand.
- Uses effective restriction methods in periods of high demand
- Setting Yield controls in the PMS / TARS systems based on the forecasted demand in order to ensure maximum revenue potential in conjunction with the hotels’ overall performance objectives.
- Reviews hotel data in GDS and Intranet (OTA) on a regular basis.
- Ensures all rates are loaded correctly in all systems.
- Ensures group inventory cut-off dates are managed in line with contract and demand.
- Implements block-out dates and reviews frequently to see if adjustments are needed.
- Ensures a correct rate positioning in each segment and for each season.
- Use all tools available to ensure correct pricing information.
- Ensures accurate reporting for accurate analysis on market segmentation, production tracking and monitoring per segment.
- Compile month end statistics reports as directed by Front Office Manager and General Manager.
- Ensures that all telephone standards are adhered to.
- Ensures revenue is maximized and optimized at every opportunity.
- Ensure that all non-guaranteed reservations are followed up in advance.
- Ensure OTA’s cancellations are recorded immediately in the system.
- Ensure we receive the correct vouchers/payments for all reservations.
- Ensures pro-active communication between the Front Office and Sales teams of all revenue related issues.
- Control commission statistics for Travel Agents and to ensure accurate tracking of these.
- Records reservation information accurately; identifies and records group and transient business codes.
- Informs all departments of VIP arrivals.
- Identifies commissionable reservations and secures required information.
- Records and processes deposit information.
- Files all reservations in a systematic order for easy referral.
- Assists with the preparation of the forecast and VIP list.
- Utilizes guest history files for personalized service at the hotel.
- Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests.
- Set-up proper billing accounts and instructions.
- Performs and check cashier functions according to companies Policies & Procedures.
- Processes and check daily banking’s according to company Policies & Procedures.
- Checks that correct data is obtained from guests and updated on the Property Management System.
- Be familiar with the monthly department budgets and targets set to achieve.
- Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
- Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
- Maintain communication channels between hotel guests and all Hotel departments both verbally and in writing as required.
- Attend to other duties as requested by Management.
- Fully familiarized with all the Hotel & Company Policies & Procedures, as well as all the Accor programmes offered such as Loyalty programmes, audit and service measurement programmes.
GUEST SATISFACTION
- Liaises with all guests, ascertaining their requirements and co-coordinating these needs to the standards laid down by the companies Policies & Procedures.
- Greets guests in a warm and friendly manner.
- Answers calls in a professional manner and within 3 rings.
- Follow-ups are done to ensure the guest’s request, query or needs has been actioned and guest is satisfied.
- Guest complaints are handled effectively and handed over to Front Office Manager and General Manager.
RESPONSIBLE BUSINESS
- Shows involvement and is interested in environmental and or social & ethical issues by participating in responsible business activities.
- Promotes the Responsible Business programme to guests at all times using the Accor “Planet 21” principles.
- Is actively involved in finding ways of reducing waste, plastic and minimizing energy usage
HEALTH AND SAFETY
- Be familiar with the companies Health & Safety Policies & Procedure and any other related laws.
- Adheres to all Health & Safety regulations, Policies & Procedures and ensure that all staff adheres to these regulation, policies & procedures.
- Ensure a strong Health & Safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by the Rwandan Labor Law and the companies Policies & Procedures.
- Ensures that all potential and real hazards are reported and reduced immediately.
- Fully understands the hotel’s fire and emergency Policies & Procedures.
- Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees.
- Stimulates and encourages a general awareness of health and safety.
- Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening.
- Ensures that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department.
- Act as employee representative on the Health & Safety committee.
HUMAN RESOURCES
- Maintain the highest standard of appearance and social skills in according to the companies Human Resources Policies & Procedures.
- Be familiar with the staff handbook, house rules, Code of Conduct, Health and Safety Policies & Procedures pertaining to your area of responsibilities.
- Be familiar with the company’s Disciplinary codes.
- Well-groomed at all times and dresses in accordance to the Company uniform and name badge issued to you and your subordinates.
- Attends training as and when required.
- Conducts relevant training sessions of standards, and the companies Policies & Procedures to your areas of responsibilities.
- Attends all relevant departmental meeting or other relevant scheduled meeting.
- Conducts and manage induction and training of new staff members and students.
Other Special Requirements
- To perform other reasonable duties as directed by your immediate Manager.
- To be available to work overtime at the request of Management.
Qualifications, Skills/Experience & Personal Attributes
- Bachelor Degree in Hospitality or related field
- Minimum 3 years’ experience in reception roles
- Excellent verbal communication
- Good telephone communication etiquette
- Organized and resourceful
- Customer-focused
- Active listener
- Well conversant with OPERA system
Working conditions
The Job’s responsibilities sometimes may require working extra hours and the working days include weekends and public holidays.
How to Apply:
Interested candidates should send their both application letter and well detailed CV together with certificates not later than 16th October 2024 at 05:pm via the mail: Daniel.nsengiyera@mantiscollection.com, CC: mukabalisa.marylene@mantiscollection.com
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