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