Position Profile:
Make the most positive impact on guest experiences throughout all aspects of their reservation process and their stay.
• Demonstrate a high degree of identity and strives to provide a 5 diamond/5 star experience to guests, providing Oetker Collection's legendary hospitality.
• Provides a 5 diamond/5 star experience to guests and sets a positive example.
• Ensures compliance to all hotel policies, standards and core practices.
• Maintains positive internal and external relationships, familiarity with local venues, attractions, restaurants, events, and standards.
• As a true hotelier, meets service expectations proactively, promptly, professionally, with genuine care to attention and detail.
• Actively demonstrates teamwork, safe work practices, open communication, accuracy in transactions.
• Handles in-coming reservations calls.
• Works with Guest Service team members in assisting in general calls from external and internal guests.
• Compiles and distributes relevant reports to appropriate departments as required, and ensures follow-through with all revisions, cancellations, special requests for group bookings and individual reservations.
• Ensures compliance to all hotel policies, standards and core practices.
• Takes full charge of Arrival report and the accuracy of it.
• Ensures effective and efficient reservation and distribution, loading of group, negotiated and promotion rates, and works closely with the Sales team.
• Ensures that shop call scores are high for higher conversion rate by training guest service associates effectively.
• Ensures all calls, e-mails, faxes and any other duties related to reservations and distribution are answered and resolved in timely fashion.
• Maintaining and updating guest profiles, ensure that all guest information is up-to-date and correct, under guidance and supervision of Revenue & Reservations Manager.
• Undertakes other ad hoc related responsibilities, as required.