Reservations - Guest Service Officer - Ras Al-Khaimah, United Arab Emirates - Hotel Chadstone Melbourne MGallery

Description

• To attend and handle all incomingand outgoing room reservation requests, as per the hotel standardsand procedures.
• To attract guests and toenhance their loyalty, providing a distinctive service throughcommunication and sales skills, in order to improve thehotel's image and to increaserevenue.
• To recognize potential clients and totransmit information to the SalesDepartment.
• To recognize VIP guests and toapply the concerned policies.
• To maintain agood commercial relationship with all the bookers:guests/companies/agencies.
• To promote the Accorloyalty programs and the hotel promotions.
• Torespect the privacy of the guests and the confidentiality of theinformation.
• To manage any guest complaint in aprofessional manner, by owning it, resolving it to the guestsatisfaction and recording it.
• To report allguest comments or complaints.
• To call thesupervisor or manager for advice in serious cases or if an approvalis required.
• To properly use the telephoneetiquettes as per Sofitel standards.
• To have aperfect knowledge of room types and ratestructure.
• To ensure the accuracy of allbooking information entered in the PMS.
• Tomaintain an accurate Guest History.
• To have aperfect knowledge of the hotel configuration andproducts.
• To achieve Quality Tools and YieldManagement performance.
• To know the competitorsand to gather information about their activities andsales.
• To provide updated reports andstatistics to the Management and otherdepartments.
• To follow up availability and ratecharts on TARS and other booking systems /channels.
• To maintain database for ATACS followup.
• To follow dailycheck-lists.
• To fulfill administrative tasksand filing.
• To properly use and maintain thereservation communication system (telephone, fax,e-mail).