Job Description

Scope and General Purpose of Job:

Supervise, train, schedule and evaluate Reservation agents, ensuring that all procedures are performed to the hotel's standards. Assists where necessary to ensure optimum service to guests, visitors and other departments.

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;

o All Hotel facilities/services, hours of operations

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

o Room availability for any given day

o Restricted dates, rates and room types

o All room rates, packages and promotions

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

o Entertainment/special events scheduled in the hotel

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

Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals

Ensure that Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands

Schedule and assign staff breaks

Legibly update information board

Ensure staff's knowledge of hotel services, features and amenities

Prepare and communicate assignments to the staff. Assign additional tasks as they arise

Respond to incoming calls

Access and ensure that Reservation Agents properly access all functions of Reservation system

Monitor and ensure that Reservation staff performs their hob functions to the hotel's standards

Monitor and ensure that all reservations (including manual) are input into the system

Monitor reservation requested by fax, telex and mail

Ensure guest history accounts are kept current

Ensure advance deposits and refunds as well as confirm both have been processed

Monitor group reservation activity daily and communicate status with Sales Department. Follow-up on tentative sales bookings with respective Sales Manager to update status

Ensure group files are accurate and kept current

Ensure that group requirements are entered from the sales booking sheet

Process change forms received from Sales after checking availability; resolve any discrepancies

Ensure that group room blocks are released to general inventory after group's cut -off date or cancellation

Ensure that rooming lists are input into the system

Pre-block group rooms where special requests are made

Assist Reservation staff whenever necessary in performing all job functions

Conduct a formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff

Work closely with other departments to effectively accommodate guest's special requests and amenities

Communicate designated VIP reservations to the General Manager and department managers

Work closely with the Front Desk Manager in determining the percentage for overbooking

Review no-show reservations and process charges. Track group no-show reservations and distribute to Sales Department

Compile report on no-show for future business forecasting

Review master file activity report daily for accuracy of codes, rates and guest information

Communicate room availability (particularly status changed on any date) to Reservation staff, Front Desk Manager and to other team.

Review any reservations erroneously taken during restricted dates with individual responsible

Review previous night's occupancy report and track for forecasting future business patterns

Monitor wait list and determine priority of guests to be contacted for room availability

Create Travel Agent Master in computer

Review Travel Agency Commission report daily for accuracy; resolve any discrepancies.

Monitor system problems, maintain log of such and coordinate corrections with the service company representative

Prepare work orders for maintenance repairs and distribute to Engineering

Maintain supply levels and legibly document needs on a requisition

Organized and set-up office files on designated reference or resources information; keep filing up to date

Prepare and distribute weekly/monthly/annual forecasts

Prepare and submit daily/weekly payroll records

Ensure that all pertinent information is documented in the log book daily

Conduct performance appraisals of designated staff annually

Attend designated meetings

Review status of assignment and any follow-up action with oncoming Supervisor

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 Cristal Salam 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: AED2,000.00 - AED2,200.00 per month