Reservation Agent

Reporting directly to the Reservation Supervisor, the Group Coordinator are directly responsible for handling telephone inquiries, accepting reservations and the subsequent input into the computer system. On a broader scale the Group Coordinator must work closely will all Front Office and Sales personnel, and in particular, Sales, providing lead advice and constant "feedback" concerning both inquiries and firm reservations. The Group Coordinator must work at all times in maximizing the hotel’s occupancy potential, whilst protecting the Hotel's business mix. The Group Coordinator must at all times maintain a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone. The Group Coordinator is also to pay particular attention to the use of the Guest History facility in the Opera Front Office system.

• Responsible for ensuring that each new travel agent utilizing the hotel must have all relevant information recorded on a New Travel Agent Master Form and passed to Finance Department, Reservation Supervisor for approval.

• Responsible for ensuring that all reservation filing and correspondence is carried out daily. Filing must be strictly monitored and filed in a way, which ensures that all staff within the Front Office quickly on hand and easily locates all information.

• Receives, processes and confirms all room reservations channeled through the efficiently and courteously:

-Telephone

-In person

-Facsimile

-Mail

-Sales department

• Ensuring that reservations are processed based on the established room availability, applicable rates and billing arrangements.

• Prepares the reservation on manual slips and proceeds to key in the system with all necessary information:

-Arrival date

-Departure date

-Number of room/type

-Rate applicable

-Guest’s name(s)

-Company’s name, if any

-Contact person

-Telephone contact

Mode of payment

-Estimated time of arrival

-Estimated time of departure

-Special requests

• Follow-up on letters of undertaking for credit arrangements and copies to Front Desk and Accounts for their follow-up.

• Files all manual reservations slips according to dates of arrival for the month at the end of each day.

• Inputs new corporate/travel agencies into the T/A master and update rates accordingly.

• Files all contracted room rates according to alphabets of Company names.

• Prepares confirmation of room reservations within the same day of enquiry for the Reservation Supervisor’s verification prior faxing/mail.

• Ensures that the office areas are neat and tidy at all times.

• Ensures that all telephone calls channeled through the reservation extensions are answered within two rings.

• Provides general information on hotel restaurants, bars and facilities.

• Performs all duties common and any other duties assigned by the Reservation Supervisor.

• Handles all group tours/conventions from the initial blockage to the rooming list.

• Handles outgoing reservations faxes/telexes.

• Handles requests for complimentary items, airport transfers as well as other amenities that may arise from time to time.

• Handles all advance deposits received by crediting the amount into the correct guest’s folio and issuing receipt to the sender.

• Sells rooms in such a manner to maximize revenue and occupancy with guest satisfaction.

• Works on the computer system and maintains the computer discipline at all times.

• Attends meeting and training programs.

• Adheres to Hotel’s policies and procedures.

• The Group Coordinator has a major responsibility in conjunction with the Reservation Supervisor to ensure that at all times, the hotel is operating at maximum occupancy levels and the following is achieved.

• Up selling the property where at all possible

• Being constantly aware and in touch with forecasted occupancies for the future

• Being aware of group block bookings or allotments which may or may not have been utilized

• Being constantly aware of all rates and rate structures in place within the hotel and to whom they are applicable

• Being constantly aware of all promotions, packages and special rates that may be applicable, ensuring that at all times the hotel preferred market mix is protected

• Responsible for ensuring that every reservation contains the correct and applicable information. This will alleviate guest concerns during the check in and check out procedure.

• Welcoming and assisting check in check out process of the guest in group.