Reservations Agent

5 months ago

Belfast, United Kingdom The Gasworks Hotel Full time

**Reservations Role Purpose**:
To deliver friendly, efficient Guest service and to create a warm and welcoming atmosphere for all of our guests, with the key aim of retaining and attracting new Guests. To ensure that all Reservations and front desk standards and procedures are adhered to and all guest billing and accounts are accurate whilst making sure that the team is organized and informed throughout the shift.
- Complete the daily checklist for each shift and complete all required reports in the required timeline.
- To pass on any referred/sales leads to the sales department, or to the Sales and Marketing team in a timely manner and to assist in sales activity as required
- To ensure all team members are familiar with safekeeping, cash handling, key handling, and credit policy of the Hotel
- To assist in the compilation of weekly, monthly, yearly sales statistics and any other information as requested by Senior Management
- To ensure all departmental team members are aware of Hotel promotions or special activities going on in the Hotel/area
- Overall supervision of guest room and meeting reservations. Full communication with all departments at all times.
- Arrivals checklist to be done every day, for the following day, with attention to detail. On Friday the arrivals checks are to be completed for Saturday, Sunday & Monday.
- Group folders to be given to Reception at the end of the shift for the next day with final updates.
- Liaise with Revenue Manager regarding the sudden change in occupancy on specific dates
- To ensure the best practices of yield management is adhered to and the maximum revenue is achieved on any given opportunity.
- Monitor customer satisfaction and resolve any outstanding issues to ensure future business and notify the Revenue Manager of the issues.
- Maintain a thorough understanding of properties facilities and processes, and contribute to a culture of quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
- Ensure bookings are guaranteed and no-show charges/late cancellation charges are applied where appropriate and cancelled from the websites
- To deal with any guest complaints, queries and suggestions quickly and efficiently and make your Manager aware of complaints.
- To adhere to all Company policies as provided for the department and in accordance with the Employee Handbook & department SOP’s
- To have full knowledge of the PMS system Hotsoft and any additional systems that are given to you by your Manager
- Flagging of VIP guests - placing all details of amenity on the guest’s profile and making sure all the relevant departments are made aware and the amenities are in their room before arrival or after arrival, depending on the instructions given.
- Cover reception breaks when required along with the flexibility to cover at least one reception shift a week on the front desk and holidays if required.
- Help with check-ins/checkouts at busy times.
- To manage all OTA bookings & to make sure all guests to book direct
- Passing on of new sales leads

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