Key Duties
Promptly answer all requests for reservations and record them accurately
Constant upkeep of Opera Reservations system through updating of rates systems, validity dates, mail messages, availability control
Check no shows from previous day and give details to Assistant Front Office Manager for processing and follow up
Ensure all reservations loaded into the PMS system are up to date
Closely scrutinise reservations relating to regular clients to ensure all information is correct resulting in minimal check in time
Monitor occupancy for upcoming weeks, when stop sell is necessary input date into PMS and advise Front Office, Telephones and ARS allotment holders
Create group masters and update group information as it is received eg. Rooming list, arrival, meals, follow up on information if not received. Liaise with other departments to ensure group requirements and special requests are actioned
Reconfirm all arrivals 1 day prior to arrival and ensure all relevant information is available to Front Desk by the evening prior to arrival
Ensure an accurate and complete guest history exists for all return guests and that details of arrivals etc are communicated to Management.
Regularly check guest history records and advise AFOM should a tidy up need to be actioned
Regularly monitor occupancy, judge busy periods and request assistance as required
Closely monitor allotments and ensure all are being utilised and not oversold. Provide allotment statistics and ensure accurate handling / correspondence
Have sound knowledge of Accor specified yield management practises and attend / contribute to monthly business strategy meetings
Assist in preparation and checking of rate manual, ensure rates and rates schedule in computer system are correct.
Communication with ADOS and sales department to forward all possible leads and feedback from inbound and corporate markets
Communication between Front Office and Reservations Office open and reciprocal
Ensure completion of daily duties, e.g. Correspondence, filing, reports, etc.
Adherence to Emergency Communication procedures ensuring that
Clear past reservations monthly and file in file boxes for storage
Any other duties assigned by your Manager.
Drive “Resavision” through effective training and mentoring of the fellow team members.
Financial/Asset Responsibilities/Duties
Facilitate the smooth running of the department through adequate supply of materials and equipment.
Adhere to the department budget through the Purchase Order System and inventory controls.
Pro-actively control costs by being aware of forecasted business and targeted profitability, whilst maintaining standards.
Utilise internet and email in conjunction with Accor Internet and Email policy.
Customers Responsibilities/Duties
Ensure that the Department establishes and maintains an ongoing quality improvement programme through use of Resavision and hotel guest questionnaires and take action on any feedback.
Deliver and achieve a level of service quality that consistently meets and preferably exceeds the expectations of guests.
Attend to operational problems and needs promptly including customer complaints, enquiries and requests, take a positive problem-solving approach.
Ensure that customer safety and security is maintained to high levels at all times.
Ensure every member of the team is able to promote Hotel facilities service and is aware of special company/Hotel promotions.
Human Resource Responsibilities/Duties
Ensure staff presentation is consistent with hotel staff handbook; uniforms correctly presented; name badges worn.
Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging communication with other departments within the hotel.
Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service. Identify and develop career seekers.
Promote, transfer and make changes to remuneration only in consultation with T&C Manager/General Manager.
Strong leadership, interpersonal and training skills
Good communication and customer contact skills
Results and service oriented with an eye for details
Ability to multi-task, work well in stressful & high-pressure situations
A team player & builder
A motivator & self-starter
Well-presented and professionally groomed at all times
