Reservation Officer

TROVE Johor Bahru
31 October 2017

Responsibilities

  • Produce and check daily reports, ensuring that the previous day’s reservations are accurate and confirmations are sent
  • Monitor incoming bookings and flagging any concern dates with the Sales Department
  • Manage room allocation during other periods, e.g. group bookings
  • Liaise with Front Desk and Food & Beverage Department regarding allocation, e.g. for long-stay guests and those with special requirements
  • To receive, handle and convert all new enquires in line with the Sales’ strategy and ensure all guests receive a consistently high standard of service throughout the booking process. Accurately input reservations into Wish.Net system
  • To sell in line with the selling strategies and adhere to diary management principles to maximize yield for the hotel
  • Actively up-sell and cross sell the products and facilities of Hotel Granada, eg spa, food outlets and bar
  • Efficiently follow up all bookings against company standards to ensure that the conversion of business is optimized and the diary integrity is maintained
  • To effectively communicate with the client throughout the booking process, ensuring we have a full understanding of the guests’ requirements and identify areas for future business opportunities and to promote repeat business
  • Regular and consistent communication with the Front Desk team to ensure all booking details are handed over in a clear and concise manner, so that service is delivered to meet and exceed the guests’ expectations IDENTIFYING COMMERCIAL OPPORTUNITIES
  • Identify opportunities for larger scale business and/or conference and events business, and pass those leads to the relevant sales team
  • Monitor competitor rates, promotions and activity in order to be able to make suggestions and recommendations to maximise our revenue
  • Lead the team on a daily basis, communicating targets and expectations, monitoring standards and giving feedback
  • Conduct one to one meetings with the team on a regular basis to celebrate success, feedback on performance and identify development needs
  • Monitor, review and feedback on individual’s performance
  • Set and review objectives in line with the performance review and induction process
  • Work to develop team members according to their individual abilities, potential and aspirations
  • To be fully conversant with all Hotel Granada products and services, in order to give potential and existing customers accurate information in a professional and timely manner
  • To act as an ambassador for Hotel Granada at all times and to ensure hotel values are upheld to both external and internal contacts, through appropriate behaviour and performance
  • To undertake any other duties as requested by the Senior Management team, in accordance with the scope and responsibilities of the role
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