Job description
- Maintain complete knowledge at all times of:
- All hotel features and services as well as hours of operation
- All room types, numbers, layout, décor, appointments and location
- All room rates, special packages and promotions
- Daily house count and expected arrivals / departures
- Room availability status for any given day
- Scheduled daily group activity
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures
- Access all functions of computer system according to established procedures and standards
- Promote positive guest relations to all individuals contacting the hotel
- Answer department telephone within three rings, using correct telephone greeting and etiquette
- Accommodate all requests for information in a congenial manner
- Block specialty rooms in the computer and follow through on designated requirements
- Communicate pertinent guest information to designated departments / personnel
- Process requests for all reservation requests, crew and production requests, transient reservations, and group block changes handling.
- Anticipate “sold-out” situations and know how many rooms are overbooked. Communicate with relevant departments
- Review the arrival/reservations booked report for accuracy and completeness, following the department standards
- Process Profile Merging whenever necessary and following Department Standards
- Assist in processing daily transient commission in the LCU
- Assist in processing the daily LPU report
- Resolve all reservations related traces
- Assist in running the daily department reports; No shows, cancellations, Group Daily Pickup, and any additional reports that are needed for the department
- Assist in updating weekly group pickup for each group
- Process and bill all applicable reservations for deposit and set up routing and billing comments accordingly.
- Modifies group blocks in Holidex to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly against Opera
- Creates and updates block notes that will provide all relevant information pertaining to a group block to reservations and front office staff, or any other Opera user
- Modifies group master account to reflect any billing, package, and other contracted considerations applicable to the entire group
- Enters rooming lists within 24 hours of receipt, ensures parity between entered reservations and room requests submitted by booking contact. Carries out any necessary changes pertaining to stay dates, guest names, or room requests. Ensures billing set-up match’s booker’s request and/ or billing method outlined in the contract.
- Complete all paperwork and closing duties in accordance with departmental standards
Secondary Functions:
- Assist Reservations Manager and Revenue Director in any Ad Hoc projects
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