Purpose of Position:
Assure highest quality of the Department by working in an efficient and conscious manner, as well as, maintaining and developing the highest service standards possible.

Position Overview:
The performance of this position effects guest satisfaction and an
impression of the service the Hotel provides. This impression can lead
to repeat business and reputation enhancements.

Essential Job Functions/Responsibilities to include the following(other duties may be assigned):

• Work quickly in a high-pressure environment and ability to handle stress.
• Deal with a discriminating client.
• Complete all necessary payroll records.
• Control rooms and rate availability in accordance with established guidelines to maximize occupancy and revenue.
• Work with the Hoteilers in handling group bookings, maintaining files, tracing cut-off dates, following up on special instructions, etc.
• Control all apartments reservations in conjunction with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and return guests.
• Prepare and distribute occupancy and revenue forecasts and keep Director well informed of and unexpected changes in levels of business.
• Ensure that all reservation confirmations are transferred in a DOBOVO management system and mailed on a daily basis.
• Handle all no-show billings and disputes.
• Handle guest complaints, keeping senior management well informed of any problems
• Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.
• Display a high level of professionalism at all times in dealings with guests and employees.
• Respond properly in any hotel emergency or safety situation.
• Daily check arrival list, reservations created and other reports deemed necessary.
• Ensure all reservations are keyed in – groups.
• Maintain checklists for tasks.
• Perform other tasks or projects as assigned by the Director.

Required Position Skills:

• Problem solving skills
• Service Orientation
• Team Work
• Customer service appreciation

Position Expectations:

• Is willing and able to step outside of normal responsibilities to assist others.
• Strives to continuously improve job skills and knowledge.
• Strives to continuously improve skill and knowledge level of the Reservations team.
• Excellent ability to interact professionally with a variety of people.
• Ability to communicate clearly both verbally and in writing.
• Controls expenses and maximizes profits.

Language Skills:

• Fluency in English is required, additional language ability is a bonus
• Ability to read, speak and write English