Reservations Officer

  • Ensures a consistently high standard of customer service following the Cap St Georges Hotel & Resort guidelines and the Standard Operating Procedures of the department.
  • Ensures proper achievement of daily tasks at the Reservations Office.
  • Closely collaborates with the Front Office Manager, defines levels of overbooking and walk outs.
  • Ensures group reservations and VIP reservations are handle according to Cap St Georges Hotel & Resort standards.
  • Ensures that selling strategies agreed by the hotel are implemented and monitored to full compliance. Rate restrictions are put in place to maximize revenue.
  • Manages on a daily basis the hotel’s inventory and pricing in all channels.
  • Responsible for training, motivating and following up with Reservation Agents.
  • Has a complete knowledge of the Hotel’s facilities (Restaurants, Bars, Spa, Entertainment) and Room types to be able to answer guest queries in a promptly and knowledgeable manner.
  • Receives, processes and confirms guest room reservations made by/for clients over the phone, by email or by other reservations systems.
  • Has complete knowledge of the Loyalty schemes, knows the benefits and booking procedures.
  • Has complete knowledge of the Theova reservations system.
  • Attends to enquiries, complaints and requests regarding reservations, remains fully informed about promotions, special and packages in and around the hotel.
  • Ensures rate policies and selling strategies are followed.
  • Up-sells actively the Resort facilities like Restaurants and Spa to the guests. Ensures that necessary procedures are followed to ensure reservations are made and correct information is given to guests.
  • Ensures that all correspondence for arrivals is available and prepared for the next day.
  • Maintains a correct filing system and archive for all correspondence
  • Informs the Front Office Manager of any special requests, VIP reservations and guest complains encountered.
  • Is familiar with all the contracts i.e. Tour Operators and Corporate.  To be familiar with all special offers and any special functions offers.
  • Has a close cooperation with the Sales Department concerning Tour Operating business and Groups.
  • Handles group rooming list and record all information given by Sales concerning groups.
  • Allocates rooms for groups.
  • Assists the reception and telephone operators when required.
  • Prepares monthly reports and recommends other useful reports to the Management.
  • Reports all operations defects and Guests related complaints / comments daily to the Front Office Manager.
  • Monitors the proper application of the hotel credit policy by reservations staff.
  • Establishes good relations with the agents involved with the reservations department.

Tagged as: multitasking, communication, polite, helpful

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