Main Responsibilities
Administration
- To maintain the integrity and overall efficiency of the Proactive Reservations process and continually striving for improvement of said system.
- Ensure all incoming emails, reservations messages are dealt with promptly and accurately, and within a 2-hour response time.
- Answer all incoming emails on the same day of business.
- Answer phone calls as promptly as possible in a courteous professional manner.
- Input all reservations accurately into the PMS system.
- To be fully conversant with all property rates, including rack, corporate and contracted.
- Help maximise room sales by upselling to a higher category.
- To be responsible for the timely upkeep of the archives.
- Ensure that all reservations are handled efficiently through effective office operating systems.
- Ensure that all reservations records are filed accurately and can be retrieved promptly.
- To have knowledge of the property's internal and external reservation systems (Third Party Website i.e Booking.com etc).
- Ensure that bookings for each day are checked prior to arrival for accuracy and confirmations. Checked 7 14 days in advance
- Ensure all reservations are tracked correctly for statistical purposes (Source codes etc).
- Ensure guest profiles are used and utilized correctly.
- Ensure all Special Attention Guests (SAG) requests are dealt with accurately, and that every effort is taken to ensure they receive the appropriate service.
- To have complete knowledge of all rooms, along with the property's facilities, as well as local area competitors.
- Ensuring all Reservations are checked as per the below timelines for accuracy prior to the guests arrival (Dependant on property terms and conditions)
- 60 days
- 40 days
- 30 days
- 14 days
- To ensure all booking fields are correct:
- Guest Nationality
- Agent Information
- VIP status used as required
- Source Codes
- To ensure each Reservation has the following booking notes:
- ETA
- Dietary Requirements
- Contact information of the guest
- Emergency or direct contact information
- Activities are clearly stated.
- Room configuration ie TWIN bed, King Bed
- Arrival and Departure information
- Special Occasions
- Special requirements dependant on property needs
- To ensure all commission invoices are correct and tracked accurately to avoid excess commission payments by close of each month
- Accurately prepare revenue reports as requested by the Reservation Department Manager
- Correctly logging No shows and cancellations as per the property standard.
- Ensuring all Reservations have deposits / Full pre-payment which is line with the property payment terms
- Identify & report to the Reservations Department Manager any potential risk factors that may impact revenue to PHS & or the Client
- To adhere too and fully understand all Terms and Conditions relating to the property
- Pass onto the sales department any possible leads which could develop into future business.
- Analysis each property individually and identify & communicate any potential Sales needs to increase revenue to the Strategic Manager(s)
- Utilise stay through and minimum stay parameters to maximise room revenue
- Use of effective chase systems to maximise rooms revenue
- Minimise the number of unconfirmed reservations to maximise revenue.
- To be constantly aware of all competitor developments and pricing and communicate accordingly to all appropriate departments.
- To be fully converse with all rates and offers for each property within the cluster
- To ensure all rates are correctly loaded onto the PMS system
- To ensure the correct STO rate is allocated to the correct agent
- To distribute in conjunction with The Travel Hat, STO rates to agents and updating the STO report
- Accountable for quoting and applying correct rates to agents and direct guests
