Job Description

Roles & Responsibilities

To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.

To attract guests and to enhance their loyalty, providing a distinctive service Talent & Culture tough 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 recognize VIP guests and to apply the concerned policies.
To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
To promote the Accor loyalty programs and the hotel promotions.
To respect the privacy of the guests and the confidentiality of the information.
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
To report all guest comments or complaints.
To call the supervisor or manager for advice in serious cases or if an approval is required.
To properly use the telephone etiquettes as per Sofitel standards.
To have a perfect knowledge of room types and rate structure.
To ensure the accuracy of all booking information entered in the PMS.
To maintain an accurate Guest History.
To have a perfect knowledge of the hotel configuration and products.
To achieve Quality Tools and Yield Management performance.
To know the competitors and to gather information about their activities and sales.
To provide updated reports and statistics to the Management and other departments.
To follow up availability and rate charts on TARS and other booking systems / channels.
To maintain database for ATACS follow up.
To follow daily check-lists.
To fulfill administrative tasks and filing.
To properly use and maintain the reservation communication system (telephone, fax, e-mail).
To read and update logbooks.
To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
To be updated with the latest administrative, organizational, operational or other changes and news.
To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.

Guest Service Officer - Reservation SOFITEL

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