Company Description
Sofitel Al Hamra Beach Resort
Job Description
· To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
· To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
· To recognize potential clients and to transmit information to the Sales Department.
· To recognize VIP guests and to apply the concerned policies.
· To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
· To promote the Accor loyalty programs and the hotel promotions.
· To respect the privacy of the guests and the confidentiality of the information.
· To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
· To report all guest comments or complaints.
· To call the supervisor or manager for advice in serious cases or if an approval is required.
· To properly use the telephone etiquettes as per Sofitel standards.
· To have a perfect knowledge of room types and rate structure.
· To ensure the accuracy of all booking information entered in the PMS.
· To maintain an accurate Guest History.
· To have a perfect knowledge of the hotel configuration and products.
· To achieve Quality Tools and Yield Management performance.
· To know the competitors and to gather information about their activities and sales.
· To provide updated reports and statistics to the Management and other departments.
· To follow up availability and rate charts on TARS and other booking systems / channels.
· To maintain database for ATACS follow up.
· To follow daily check-lists.
· To fulfill administrative tasks and filing.
· To properly use and maintain the reservation communication system (telephone, fax, e-mail).
· To be aware of and to follow emergency and security procedures.
· To respect key handling procedures.
· To respect Lost & Found procedures.
· To read and update logbooks.
· To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
· To maintain a clean and tidy working area at all times.
· To be updated with the latest administrative, organizational, operational or other changes and news.
· To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
· To maintain an atmosphere of high morale and a happy working relationship among the team.
· To respect schedules, terms and deadlines as agreed with the Management.
· To attend a daily line up briefing with the reservations team.
· To support reception training in reservation techniques and procedures.
· To carry out special projects according to the assignments.