JOB DESCRIPTION: RESERVATIONIST

Department: ROOMS DIVISION | FRONT OFFICE

Reports to: Front Office Manager

job purpose

To maximize hotel revenue and guest satisfaction by receiving, handling and processing guest reservations in accordance to the Companies Policies & Procedures and standards with the intention to achieve the highest occupancy percentage at the best possible room rates

Position Description

Main Outputs and Responsibilities for This Position

TASKS, DUTIES & RESPONSIBILITIES

• Process all reservations in accordance to the Companies Policies & Procedures.
• Maintain complete knowledge at all times of all the properties features, services, layout of rooms
• Be familiar with all Accor Rates, Special Packages, Promotions, Loyalty Programme, Rate Codes, Booking channels, segmentations and Reservations systems and platforms.
• At all times know room availability and status.
• Ensures that all reservation requests are dealt with in a timely manner.
• Maintain accurate levels of inventory, based on forecasted demand.
• Uses effective restriction methods in periods of high demand
• Setting Yield controls in the PMS / TARS systems based on the forecasted demand in order to ensure maximum revenue potential in conjunction with the hotels’ overall performance objectives.
• Reviews hotel data in GDS and Intranet (OTA) on a regular basis.
• Ensures all rates are loaded correctly in all systems.
• Ensures group inventory cut-off dates are managed in line with contract and demand.
• Implements block-out dates and reviews frequently to see if adjustments are needed.
• Ensures a correct rate positioning in each segment and for each season.
• Use all tools available to ensure correct pricing information.
• Ensures accurate reporting for accurate analysis on market segmentation, production tracking and monitoring per segment.
• Compile month end statistics reports as directed by Front Office Manager and General Manager.
• Ensures that all telephone standards are adhered to.
• Ensures revenue is maximized and optimized at every opportunity.
• Ensure that all non-guaranteed reservations are followed up in advance.
• Ensure OTA’s cancellations are recorded immediately in the system.
• Ensure we receive the correct vouchers/payments for all reservations.
• Ensures pro-active communication between the Front Office and Sales teams of all revenue related issues.
• Control commission statistics for Travel Agents and to ensure accurate tracking of these.
• Records reservation information accurately; identifies and records group and transient business codes.
• Informs all departments of VIP arrivals.
• Identifies commissionable reservations and secures required information.
• Records and processes deposit information.
• Files all reservations in a systematic order for easy referral.
• Assists with the preparation of the forecast and VIP list.
• Utilizes guest history files for personalized service at the hotel.
• Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests.
• Set-up proper billing accounts and instructions.
• Performs and check cashier functions according to companies Policies & Procedures.
• Processes and check daily banking's according to company Policies & Procedures.
• Checks that correct data is obtained from guests and updated on the Property Management System.
• Be familiar with the monthly department budgets and targets set to achieve.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between hotel guests and all Hotel departments both verbally and in writing as required.
• Attend to other duties as requested by Management.
• Fully familiarized with all the Hotel & Company Policies & Procedures, as well as all the Accor programmes offered such as Loyalty programmes, audit and service measurement programmes.

GUEST SATISFACTION

• Liaises with all guests, ascertaining their requirements and co-coordinating these needs to the standards laid down by the companies Policies & Procedures.
• Greets guests in a warm and friendly manner.
• Answers calls in a professional manner and within 3 rings.
• Follow-ups are done to ensure the guest’s request, query or needs has been actioned and guest is satisfied.
• Guest complaints are handled effectively and handed over to Front Office Manager and General Manager.

RESPONSIBLE BUSINESS

• Shows involvement and is interested in environmental and or social & ethical issues by participating in responsible business activities.
• Promotes the Responsible Business programme to guests at all times using the Accor “Planet 21” principles.
• Is actively involved in finding ways of reducing waste, plastic and minimizing energy usage

HEALTH AND SAFETY

• Be familiar with the companies Health & Safety Policies & Procedure and any other related laws.
• Adheres to all Health & Safety regulations, Policies & Procedures and ensure that all staff adheres to these regulation, policies & procedures.
• Ensure a strong Health & Safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by the Rwandan Labor Law and the companies Policies & Procedures.
• Ensures that all potential and real hazards are reported and reduced immediately.
• Fully understands the hotel’s fire and emergency Policies & Procedures.
• Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees.
• Stimulates and encourages a general awareness of health and safety.
• Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening.
• Ensures that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department.
• Act as employee representative on the Health & Safety committee.

HUMAN RESOURCES

• Maintain the highest standard of appearance and social skills in according to the companies Human Resources Policies & Procedures.
• Be familiar with the staff handbook, house rules, Code of Conduct, Health and Safety Policies & Procedures pertaining to your area of responsibilities.
• Be familiar with the company’s Disciplinary codes.
• Well-groomed at all times and dresses in accordance to the Company uniform and name badge issued to you and your subordinates.
• Attends training as and when required.
• Conducts relevant training sessions of standards, and the companies Policies & Procedures to your areas of responsibilities.
• Attends all relevant departmental meeting or other relevant scheduled meeting.
• Conducts and manage induction and training of new staff members and students.

Other Special Requirements

• To perform other reasonable duties as directed by your immediate Manager.
• To be available to work overtime at the request of Management.

Qualifications, Skills/Experience & Personal Attributes

• Bachelor Degree in Hospitality or related field
• Minimum 3 years’ experience in reception roles
• Excellent verbal communication
• Good telephone communication etiquette
• Organized and resourceful
• Customer-focused
• Active listener
• Well conversant with OPERA system

Working conditions

The Job’s responsibilities sometimes may require working extra hours and the working days include weekends and public holidays.

How to Apply:

Interested candidates should send their both application letter and well detailed CV together with certificates not later than 16^th October 2024 at 05:pm via the mail: Daniel.nsengiyera@mantiscollection.com, CC: mukabalisa.marylene@mantiscollection.com