•Responsible for individual and group reservations
• This also includes the management of group blocks relating to inventory, payment and group setup
• Handle enquiries for individual and group bookings via email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe. • Handle any other department issues related to individual reservations (follow up on prepayment, routing, vouchers…)
• Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
• Manage payments, cancellations, rooming lists and terms and conditions. • Maintains a precise filing system for all Group reservations and correspondence.
• Handle guest complaints and enquiries in an efficient and professional manner
• Ensure a clear line of communication with other departments for special requests or other reservation-related matters.
• Ensure Accor brand and company standards are implemented and updated. • Ensure security and safety procedures are updated and implemented.
• Promote positive working environment by developing positive team spirit. Customer Relations
• Provide efficient, friendly and professional service to all guests, making all guests experience positive.
• Take a positive problem solving approach with guest problems and concerns, call the Manager on Duty if difficulties arise.
• Actively sell and promote, hotel facilities and services
