RESERVATIONS MANAGER -Having the responsibility of being the first and last impression of the Hotel.-Selling the hotel and providing information to prospective guests, capture sales from the incoming calls and coordinate details of each reservation.-Sell the best-rated room to meet the guest’s needs and maximize the room revenue-Control inventory in PMS (protel) by balancing room types for future date.-Pricing-Responsible in loading the rates in the PMS (protel) and channel manager ( Two-Way interface )-Working closely with the Director of Revenue Management to optimize the performance-Suggest alternative date for requests on overbooked situation-Maintain the yearly calendar of sold-out dates and special events.-Maximising customer satisfaction and hotel revenue by cross selling the other services available. -Managing all active distribution channels and updating each channel on a daily basis -Handle any issues related to the daily operation of the Reservations Department such as guest complaints and internal issues.-Liaise with the front office Department regarding the organization of group booking-Communicate pertinent information to the other department-Responsible for training and mentoring the reservation team to ensure service and quality standards to optimize sales.-Managing and developing the Team to ensure the constant delivery of excellent Guest and customer service-Oversee all incoming guests' requests COMMUNITY MANAGER -Set, plan and implement social media and communication campaigns and strategies-Provide engaging text, image and video content for all social media and professional accounts-Respond to customers in a timely manner-Monitor, track and report on feedback and online reviews-Respond to customers in a timely manner-Build relationships with customers-Stay up-to-date with digital technology trends

REVENUE MANAGEMENT -Prepare the Rooms- forecast documents on a daily basis -Daily revenue Analysis (room nights pick up, ADR, REVPAR, conversion, booking window and LOS).- Overall pricing of the hotel through all the market segments- Maintain daily reports, such as the variance report and the pickup statistic - Control inventory in PMS by balancing room types for future dates - Responsible of the accurate communication of any selling strategies to the relevant departments - Track ongoing & future promotions on a regular basis (room nights, revenue & average rate)- Responsible of the hotel’s positioning.ACCCOUNTING -Sending monthly invoices of corporates and OTA partners-commissions calculation-Management of credit card dispute-Debt collection-Statistics

• Responsible of the reservations department, for fit booking (leisure and corporate) and mice• Ensure availability on GDS, OTA, T.O. and that all current promotions are updated accordingly • Relationship with third party intermediaries as OTA as well as Tour Operator and WholesalersINDIVIDUAL RESERVATION-Handling of incoming and outgoing calls / mail -Transforming a request into a potential reservation in line with hotels policy-Maintain relationships with hotel partners such as travel agencies, tour operators or corporate -Managing Hotel rates and avalaibility through the channel manager or if necessary, directly through extranetGROUP & M.I.C.E-Identifying guest needs and quoting group requests- Checking for availability, sending proposal - Crosselling the meeting room and catering service- Following up on options, negotiation, signed contracts -Drafting of proforma invoices for payments and deposits- Responsible for the elaboration of all the rooming lists- Reservations amendents and in-house updates of bookings.SPA RESERVATION & BANQUET-Creating new packages and offers with the Spa manager-Sending quotation for event requests in the private Spa-Elaborating voucher giftDAILY GOAL-Convert quickly inquiries into contracted business-Respond, positively, to sales inquiries to develop future sales leads-Identify sales leads, as appropriate-Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest’s expectation-Provide prompt and efficient service

Responsibilities:.make every customer feel welcome and comfortable throughout their stay• Invite and convince the customers to join the loyalty program of the brand and explain to them all the benefits of the membership,such as double dipping,late check out without charge,upgrade room for gold and diamond members…• Apply the brand service standard when taking room reservation,check-in and check-out procedures.• Help the front office manager to maximise revenue by upselling rooms during the reservation or on the check-in of the guest.• Help the food and beverage manager by crosselling the restaurants of the Hotel to the guest in house.• Always anticipate guest needs by suggesting supplementary services like, shuttle bus from the airport or asking if they need a morning call.• Always assigned rooms according guest preferences upon availability.• Manage a fund of 5000 euros per day. As a cashier, posting all the invoices from the other services (restaurants, business center , fitness center, switchboard, room service), to the customer’s bill. The most important part of this job is taking care of all customer’s worries, such as answering billing questions,clearing up any misunderstandings about their policies,and make everything as simple as possible for them.• Keep brand's consistency and make the guest familiar with the hotel in Madagascar if he went already to another Hilton Hotel.• Available in any circumstances.If there is more than one guest at the front desk,always keep smile and eye contact to show to the guest that he is not forgotten.• Memory and attention to detail is a crucial part of this career:-Send letter and courtesy for a birthday or for a wedding-Special attention for senior guest over 60-Send letter and courtesy for apologizing a mistake• Add a personal touch to the service for guests but also for the team members.This kind attention is called “Hilton moments”.

-Managing mail from tour operator contact and organize customer’s trip in Madagascar:-BookingFlights/Hotel/Transfer by car or by boat-Buying in advance the tickets for visiting the National parcs -Sending quotation to the tour operator-Proposing tour for individual customer-Editing voucher-Welcome guest at the airport and introduce them to their tourist guide

Welcoming and greeting clients• Responsible for a large volume of incoming and outgoing calls/e-mails and responding to them within a shift period• Responsible for all check-in and check-out procedures• Operating cash registrer,making foreign exchange• Responsible of room reservation,from travel agent/company or individual guest• Managing mail and sending invoice to the travel agency, follow up the payment before the guest arrival• Managing overbooking