Reservations Officer

Responsibilities: 

• Ensure that all faxes, correspondence are replied within 24 hours. All details must be entered into Property Management System
• Suggest appropriate or ideal package to guests according to the information that was provided
• Assist the guests wherever possible to ensure customer satisfaction
• Ensure that all follow-up are done promptly and efficiently
• Ensure prompt and accurate answering of all incoming calls within 3 rings
• Ensure that the LQE standard is met and ready for mystery shopper surveys
• Suggest appropriate or ideal package to guests according to the information provided
• Ask appropriate questions in order to obtain more information about the reservation
• Upsell wherever possible
• Offer additional service from the hotel eg limousine or dinner
• Ensure that all bookings are retrieved and entered into PMS within the same day
• All enquiries should be replied within 24 hours.
• All follow-ups should be done and replied within 24 hours