Reservations Assistant

2 weeks ago


Mumbai, India Radisson Mumbai Andheri MIDC- Reservations Full time

**CONSTITUENTS**
- Guest
- Management team
- Hotel owners
- Worldwide Reservation Services

**INDICATORS OF SUCCESS**
- Achieving RevPAR Goals.
- Up selling revenue.
- Customer Satisfaction and Loyalty Goals (Complaints per Thousand, Comment Cards, Annual Quality Review).

**AREAS OF RESPONSIBILITY**

Receives and processes incoming customer reservations:

- Greets customer and finds out what they would like to book and when.
- Offers alternative room types, rates and packages to the customer.
- Records reservation information accurately.
- Identifies commissionable reservations and secures required information.
- Records and processes deposit and billing information.
- Files all reservations to facilitate easy referral.
- Maintains the correspondence file by date of arrival.
- Communicates with the Accounts Department to ensure credit has been established by companies wishing to charge back costs to their company.

Maximise occupancy and average rate by offering a variety of rates and promotional packages helping to maintain accurate occupancy forecasts:

- Utilise suggestive selling techniques as appropriate.
- Adhere to rate control procedures based on availability and forecasted occupancy.
- Inform supervisor of potential sell out dates so rate restrictions can be adhered to.
- Record requests for special accommodation and suites.
- Ensure all reservations are responded to within 24 hours.
- Pass on all possible sales leads to relevant departments.
- Provides feedback to Reservations Manager on ways to increase sales and suggestions for improvement and enhancement to departmental systems.
- Demonstrates a working knowledge of all services and facilities of the hotel and community to promote hotel and effectively assist hotel guests.
- Keeps abreast of daily activities - banquets, guest activity programs, promotions.

Creates 100% guest satisfaction by providing the Yes I Can experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
- Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
- Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee
- Performs other duties as required to provide the service brand behavior

Adheres to hotel policies and procedures
- Attends work on time and as scheduled
- Follows hotel grooming, hygiene and dress standards
- Minimise safety hazards by following all safety rules and procedures
- Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
- Maintains a favourable working relationship with all other company employees to foster and promote co-operative and harmonious working climate
- At all time projects a favourable image of the hotel to the public

**REQUIREMENTS**
- High school diploma
- Minimum 12 months experience in customer service
- General math skills, ability to add, subtract, calculate discounts, percentages, etc
- Strong multitasking skills
- Strong listening skills
- Strong communications skills, able to interact with guests effectively to solve problems
- Strong Microsoft Office suite skills
- Works well in a team environment
- Read, write and speak English fluently, bi-lingual skills a plus

I have read and understand the Job Description as outlined above.

INDHOTEL



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