Reservations Agent - Leisure & Groups

Scope of PositionTo deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in helpful and speedy manner. To support all other departments, especially Sales ensuring that all guests have an enjoyable stay with us and Hotel Room Sale has reached required level. To be responsible for the day-to-day duties with accepting and entering individual/groups reservations.   To help and advice non-residents / visitors with their general needs. Resolve guest problems and complaints as appropriately and professionally as possible.ResponsibilitiesResponsible for the sales and management of all group bookings of 7 rooms or more that do not require catering (with the exception of breakfast).This also includes the management of PCO group blocks relating to inventory, payment and group setup, where that group does not include catering.Handle enquiries for group bookings via fax, email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours).Handle any other department issues related to groups (follow up on prepayment, routing, vouchers…)Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.Manage Hotel inventory in relation to group reservations and monitor potential wash of business.Produce reports and statistics as requested by the Group Services Manager. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3-month Group Forecasts.Manage Group payments, cancellations, rooming lists and terms and conditions.Maintains a precise filing system for all Group reservations and correspondence.Ensure a prompt input of reservations and data for the next 3 month period for all group enquiries & bookings (within 24 hours).Performs all reservations duties including making and entering reservations as required (e-mail, fax, phone).Handle guest complaints and enquiries in an efficient and professional manner and ensure the Group Services Manager is informed of any guest feedback.Maintains control of Guest History and implement policy and procedures.Ensures a clear line of communication with other departments for special requests or other reservation-related matters.Clear communication with all staff in relation to all group related topics.Ensure VIP and complimentary room night procedures are adhered to.Ensure Accor brand and company standards are implemented and updated.Ensure security and safety procedures are updated and implementedPromotes and maintains good public relations with PCO’s, travel agents, airline companies and commercial organizations and solicits business for the hotel.Promotes positive working environment by developing positive team spirit.Setup of confidential contracts and agreementsOther duties as requested.Systems & ProceduresLog and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.Environmental ResponsibilitiesBe completely familiar with and uphold the Hotel’s environmental commitments, policies and procedures and initiatives relating to: Waste management, Energy and water conservation, Water quality.Responsible for supervising, maintaining and growing departmental initiatives with positive and sustainable environment impacts.Foster the education to new staff and guests of hotel environmental practices.Guest CentricProvide efficient, friendly and professional service to all guests.Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.Work together with trust so that colleagues and management meet the goals of the department/Hotel.Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.