Job Description

Scope and General Purpose of Job:

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

Key Duties and Responsibilities:

Maintain complete knowledge of and comply with all departmental policies / service procedures / standards.

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of the day

Maintain positive guest relations at all times

Resolve guests complaints, ensuring guest satisfaction

Monitor and maintain cleanliness, sanitation, and organization of assigned work areas

Maintain complete knowledge of;

- All Hotel facilities/services, hours of operations

- All guest room layouts, bed types, decor, appointments and locations

- Room availability for any given day

- Restricted dates, rates and room types

- All room rates, packages and promotions

- Specific arrangements between hotel and travel agencies and/or corporate reservations centre

- Entertainment/special events scheduled in the hotel

Answer telephone calls within 3 rings, suing correct salutations, and telephone etiquette

Process all reservation request, changes and cancellations received by phone, fax, telex, mail, internally, and through corporate reservation center or travel agencies.

Ascertain callers needs through open-ended questions

Describe room accommodations and all amenities

Obtain all designation information to book a reservation

Accommodation special request and designate such in system

Access guest history records to best service guests; maintain accurate information in guest history files

Maximize rate for all reservations

Promote and sell holiday and other packages to callers; assign confirmation/cancellation numbers and relay such to caller

Relay accurate information on transportation arrangements from airport to hotel; input and document such requests

Set up proper billing accounts (sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits

Verify all reservation information with caller to ensure accuracy

. Input correct information into proper fields to inform other departments of pertinent information (i.e. flags, comments, guest messages)

Document all information for manual reservations on designated form

Input all manual reservations into the system

Obtain approval from Front Desk management for same day reservations on near sell-out dates

Process confirmation letters

Designate and apply appropriate travel agency commissions

Initiate deposit refunds for non-group reservation

Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department

Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales

Set up group room blocks in the system. Book group reservations against the room block

Input group rooming lists

Monitor group cut-off dates and review with Sales or group contact

Review group resumes and convey all pertinent information in the system to appropriate personnel

Monitor and maintain wait lists daily

Process requests for mailing brochures, correspondence, and package information

Compile and maintain information for daily/weekly/monthly reports

Review status of assignments and any follow-up action with oncoming agent

Assist in front Desk areas ass assigned

Received, sort and distribute guest and departmental mail

Monitor guest facsimile machine or incoming faxes; process outgoing faxes for guests

Contact are hotels for availability and rates

Customer Service

Demonstrate service attributes in accordance with industry expectations and company standards to include:-

Being attentive to guests

Accurately and promptly; understanding, anticipating and fulfilling guest requests

Maintain a high level of knowledge which will enhance the guest experience

Demonstrate a service attitude that exceeds expectations

Take appropriate action to resolve guest complaints

Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers by ensuring good inter-departmental relations.

Be able to promote the hotel products and services.

Maintain a high level of product and service knowledge about Ramada Hotel.

Ensure known repeat guests, and other VIP's receive special attention

To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues

Health & Safety

Operate equipment using procedures learnt during training to company standards.

To report any equipment failures or problems to the Maintenance Department.

Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

To be vigilant in the workplace and report any signs of fire related issues

Familiarise yourself with emergency and evacuation procedures.

Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.

To attend all mandatory training sessions selected by the Hotels Training Department

Job Type: Full-time

Pay: AED1,500.00 per month

Ability to commute/relocate:

* Abu Dhabi: Reliably commute or planning to relocate before starting work (Required)