Purpose 

To monitor & respond to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system.  

Job Responsibilities 

General 

• Is directly responsible for the day to day key processes in his/her area of work 

• Assists his/her supervisor in executing the day to day operational requirements 

• Assumes training responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model 

• Attends all scheduled training sessions, and ensure to reach goals setup by Supervisors and / or Assistant Manager, 

• Actively offers operational, employee and customer (internal and external) related feedback to management 

• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule 

• Adheres to the hotel's code of conduct and grooming & hygiene standards 

• Is seen as working hands-on, assists colleagues in crunch times; Walks the talk 

• Actively participates in briefings and departmental meetings 

• Maintains a clean and orderly work area and promotes a safe working environment  

• Performs any cognate duties as assigned 

• Flexibility to work to demands of the business  

Departmental 

• Is highly knowledgeable on all hotel services and facilities including hours of operation, key hotel personnel, daily activities, special functions. 

• Process all reservation requests, changes and cancellations received by phone or email 

• Input and access data reservation in reservation system 

• Identify guest reservation needs and determine appropriate room type 

• Continuously updates the "Show Me You know Me" database; shares information with operational departments to ensure a high quality arrival experience. 

• Updates and maintains guest history profiles as per standards 

• Monitor Online Travel Agencies (OTAs) and Online Tour Operators extranet (reservation functions) to ensure data accuracy 

• Assists the Supervisor, Assistant Reservation  Manager in the preparation of reports including cancellation, no shows, and sources of reservations 

• Is Adept at handling multiple telephone calls at any given time 

• Follow sales techniques to maximize reservation upselling program  

• Reviews guest history where available and takes steps to ensure high quality guests experience 

• Reviews and verifies all WRO arrivals for appropriate profile 

• Ensures appropriate guest recognition in accordance with the hotel's programs and using sound discretion 

• Works closely with the Sales department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions etc. 

• Monitors quality of data entry by user and rectifies if required to ensure company standards are met 

• Clears suspended profiles in GUESTres 

• Maintains high levels of guest confidentiality and data privacy as per company guidelines 

• Report any equipment failures/problems & repair requests to Supervisors. 

Special Requirements 

• 1-2 years of relevant experience in Front Office/Reservation in 5-star hotel/resort or in high end customer service role and dealing directly with customers over the phone (essential) 

• Excellent verbal and written communication skills in both French and English language 

• Team player 

• Possess working knowledge of type of rooms the hotel has as well as their location. 

• Knowledgeable about all hotel packages, meal plans, rates, and benefits. 

• Computer literate  

• Pleasant telephone voice and manner is required 

• Compliance Policies 

• Grooming Policy 

• Confidentiality Agreement 

• Policy Against Harassment 

• Electronic Systems Policy 

• Code of Business Conduct and Ethics 

• Employee Handbook Acknowledgement Form