To supervise all incoming and outgoing room reservation requests and make sure they are attended to as per the hotel standards and procedures.
To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and increase revenue
To recognize potential clients and to transmit information to the Sales Department.
To recognize a VIP guest and to apply the concerned policies.
To maintain a good commercial relationship with all the bookers : guest / company / agencies.
To promote the Accor loyalty programs and the Hotel promotions.
To respect the privacy of the guest 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 Supervise and report all the guest comments or complaints.
To call the manager for advice in serious cases or if an approval is requires.
To ensure that the telephone etiquettes are properly used as per Sofitel Standards.
To ensure a perfect knowledge of room type and rate structure among the Reservation team.
To ensure the accuracy of all booking information entered in the PMS.
To supervise that the Guest History is accurately maintained.
To ensure a perfect knowledge of the hotel configuration and products among the team members.
To achieve Quality Tools Yield Management performance with reservations team.
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 rates charts on TARS and other booking systems / channels.
To maintain database for ATACS follow up.
To supervise daily check-list.
To fulfill administrative task and filling.
To ensure a proper use and maintenance of reservation communication system
To supervise that the key Handling procedures are respected.
To supervise that the emergency and security procedures are respected.
To supervise that the lost & found procedures are respected.
To read and update logbooks
To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly
To maintain a clean and tidy working area all times
To share daily activity highlights with the manager including internal and external guest opportunities
To maintain an atmosphere of high morale and a happy working relationship among the team.
To be updated with latest administrative, organizational, operational or the other
changes and news.
To respect schedules, terms and deadlines as agreed with the Management.
To conduct / attend a daily line up briefing with the reservation team.
To support reception training in reservation techniques and procedures.
To carry out special projects according to the assignments.
Sofitel and its Ambassadors
The Sofitel brand is based on three core values guaranteed by each employee every day :
A Passion for Excellence, an Essence of Pleasure and a Spirit of Openness.
Through their actions and know-how, the Men and Women that are the creators of Sofitel’s luxury, offer clients a highly personalised service.
By transforming every detail into a unique moment of pure comfort and elegance , they create and nurture a relationship with their guests.
The Sofitel values are also at the heart of the communication between employees. It is the legacy received and transmitted by all those involved in the brand to guarantee the continuity of the Sofitel spirit in the hotels and headquarters.
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