Company Description

\"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Job Description

MAIN DUTIES:

Administration

- To manage the reservations operations, ensuring the hotel standards and procedures are fully known and followed.
- To ensure a proper teamwork and supervise the reservation team at all times.
- To ensure all incoming and outgoing room reservation request are attended and handled as per the hotel standards and procedures.
- To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
- To recognize potential clients and to transmit information to the sales Department
- To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
- To promote the Accor loyalty programs and the hotel promotions.
- To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
- To call Director of Revenue for advice in serious cases or if an approval is required.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that telephone etiquette is properly used as per Sofitel standards.
- To ensure a perfect knowledge of room types and rates structure among the reservation team.
- To ensure the accuracy of all booking information entered in the PMS.
- To ensure the Guest History records are accurately maintained and all recurring guest are pre-registered.
- To ensure a perfect knowledge of the hotel configuration and products among the team members.
- To ensure the achievement of Quality tools and yield Management performance with the reservation team.
- To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
- To implement and follow up daily check lists.
- To assist in securing external guest accommodation should an overbooking occur
- To know the competitors and to gather information about their activities and Sales
- Update availability and rates charts on TARS and other booking systems/channels.
- To maintain database for ATACS follow up.
- To respect schedules, terms and deadlines as agreed with the management.
- To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
- To ensure that all team members are updated with latest administrative, organizational, operational or other changes and news.
- To liaise closely with sales on rate management.
- To conduct a daily line up briefing with the reservation team to recapitulate task and activity.
- To attend any inter-departmental meeting using this opportunity to encourage the interactivity with reservation team and to review the operational standards and procedures.
- To share daily activity highlights with the Director Revenue including internal and external guest opportunities.
- To be an ambassador of the hotel, in and outside the work place.
- To create an atmosphere of high morale and happy working relationship among the staff.
- To conduct staff evaluations and surveys.
- To develop staff motivation and performance through action plans.
- To become involved in staff retention and satisfaction.
- To ensure training and regular "refresher" courses are conducted and attended as scheduled.