Description:
Manages restaurant bookings and ensures business is turned over properly and in a timely fashion for proper service delivery.
Key Duties And Responsibilities
- Handles the Individual and Group Reservation process.
- Assists the Food and Beverage Manager in daily duties including answering phones, filing and computer work.
- Takes reservations over the phone, by fax or internet, and handles all associated operations.
- Increases and optimizes sales in line with the brand and hotel's sales policy.
- Updates all reservations comments and alerts.
- Inputs reservations into system within specified time periods.
- Maximizes potential booking revenue by following specified selling guidelines.
- Maintains Group History Tracking forms and ensures that lists are free of duplicates.
- Attends Pre-Convention meetings as necessary.
- Greets all callers with a warm and sincere greeting.
- Accommodate and document special requests in an accurate and efficient manner.
- Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
- Determine the most appropriate area to meet guest requirements and maximize restaurant revenue.
- Explain guarantee and cancellation policies to callers.
- Communicates information regarding designated VIP reservations, including VIP name, company, and title to upper-level management.
- Passes on requests in a timely and accurate manner to appropriate colleagues.
- Responds to guest calls in a timely manner and be able to answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Skills, Experience & Educational Requirements
- Hotel Management Diploma or bachelor’s degree or its equivalent.
- 2 years in similar position in a five-star hotel.
- Previous hotel experience in a Reservations, Front Office, Sales and Marketing or Accounting environment is preferred.
- Strong working knowledge of Microsoft Excel.
- Initiative and Commitment to Achieve
- Attention to Detail & Quality
- Organizing for result
- Team work
- Effective Communication
- Friendly
- Patient