CORE WORK ACTIVITIESUnderstanding Markets Maximizing RevenueIdentifies new reservations sales business to achieve personal and property revenue goals.Understands the overall market, including competitors strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.Monitors same day selling procedures to maximize room revenue and control property occupancy.Gains understanding of the property s primary target customer and service expectationsConducting Daily Reservations Sales ActivitiesResponds to incoming reservations sales opportunities.Uses negotiating skills and creative selling abilities to close on negotiate contract.Executes and supports the operational aspects of business booked.Assists with monitoring accuracy of reservation sales orders within tracking systems.Tracks no-show reservations and processes charges as needed.Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.Manages wait list and prioritizes order of wait list contacts to be made.Providing Exceptional Customer ServiceSupports customer loyalty and property s brand standards by delivering service excellence throughout each customer experience.Services our customers in order to grow share of the account.Provides excellent customer service consistent with the daily service basics of the brand.Sets a positive example for guest relations.Handles guest complaints and disputes following the instant pacification procedures.Managing and Conducting Human Resource ActivitiesMonitors reservations sales agents while on phone calls.Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.Utilizes all available on the job training tools for employees.Additional ResponsibilitiesUtilizes applicable intranet for resources and information.Creates contracts as required.

HANDLING RESERVATIONS - ONE TOUCH - REVENUE (DECISION MAKER)Keeping an eye on inventory and comp setmanaging online discounted rates. Handling OTA and TA with commissions. Confirming group bookings Based on requirements maintaining tariff bracket. Blocking inventory on saya dates and market High occupancy dates. Managing Tariff, discounts and packages.Handling Unit level reservations, upsell.Training conducting on a weekly basis for Associates & Front Office. VIP arrivals to In room check in & aminities Special corporate bookings with Group Handeling. Inventory ManagementTrack on Complimentary Bookings. Well Aware of empowerment on discounts

Roles & Responsibility Consistently offer exceptional, friendly and engaging serviceEnsure the best selection for the guest and ensure revenue is maximized through up-sellingRecommend property facilities and assist guests with information and special requestsBook room reservation requests, enter rooming lists, and update accurate information in the systemEnsure proper selling techniques and strategies are utilized to maximize room revenues.Coordinate all duties and responsibilities of the reservation department ensuring a high level of accuracy and efficiency.Any matter which may effect the interests of the hotel should be brought to the attention of the Management.

Handle the front desk and maintain visitor records.Manage administrative chores and organisational tasks.Create a welcoming, professional environment for clients and customers.Managing the reception area and ensuring the office is neat and tidy.Greeting and welcoming clients, customers and visitors courteously and professionally.Answering phone calls and directing them to the appropriate staff member/department.Handling incoming and outgoing mail and packages.Taking care of general everyday tasks like scheduling appointments, organising files and maintaining office supplies.Responsible for ensuring seamless guest experience.Take ownership of guest issues and follow problems through to resolution.Make decisions that are in the best interest of the company and the guests.Meet and maintain Vista standards and metrics such as guest satisfaction, accuracy, and efficiency.Provide guidance or assistance during the stay, post-booking to check-out, grievance handling, and providetimely solutions.Ensuring timely collection of feedback post guests' stay.Reporting any damage of the property to the property operation team.Ensure closing of current guest tickets before next arrival.Ensure collection of extra payments during the stay.Keep up with the industry’s developments and apply best practices to the areas of improvement.

Room Division OfficerRole & Responsibilities• establish and maintain a trusting and supportive relationship with clients• working with clients to help them plan and book their travel needs• build value for the client experience and service• researching and selecting the best options for their travel arrangements, booking flights, hotels, car rentals, and other services, and providing advice and assistance throughout the travel planning process• develop account and opportunity plans to coordinate the team to grow sales to advance and deliver results• providing excellent customer service and problem-solving skills to ensure that clients have a pleasant and stress-free experience• requires keeping up to date on market trends and rates in order to provide the best possible advice to clients• involves managing client accounts and providing detailed invoices and records of all travel arrangements.

Property went under Renovation (extending room count)

Central Reservation System