Reservation Associate

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Main Purpose of the Job

Optimise Hotel occupancy, average rate and yield, successfully converting all reservation enquiries into materialised bookings and taking responsibility to attain the highest possible occupancy and average rate.

Key Duties

• Reporting to Reservation Manager of the hotel, in her absence to the Guest Service Manager.
• Promptly answer all requests for reservations and record them accurately
• Constant upkeep of Opera Reservations system through updating of rates systems, validity dates, mail messages, availability control
• Check no shows from previous day and give details to Guest Service Manager for processing and follow up
• Ensure all reservations loaded into the PMS system are up to date
• Closely scrutinise reservations relating to regular clients to ensure all information is correct resulting in minimal check in time
• Monitor occupancy for upcoming weeks, when stop sell is necessary input date into PMS and advise Guest Service, Telephones and ARS allotment holders
• Create group masters and update group information as it is received eg. Rooming list, arrival, meals, follow up on information if not received.  Liaise with other departments to ensure group requirements and special requests are actioned
• Reconfirm all arrivals 1 day prior to arrival and ensure all relevant information is available to Front Desk by the evening prior to arrival
• Ensure an accurate and complete guest history exists for all return guests and that details of arrivals etc are communicated to Management.
• Regularly check guest history records and advise Guest Service Manager should a tidy up need to be actioned
• Regularly monitor occupancy, judge busy periods and request assistance as required
• Closely monitor allotments and ensure all are being utilised and not oversold.  Provide allotment statistics and ensure accurate handling / correspondence
• Have sound knowledge of Accor specified yield management practises and attend / contribute to monthly business strategy meetings
• Assist in preparation and checking of rate manual, ensure rates and rates schedule in computer system are correct.
• Communication with DOS and sales department to forward all possible leads and feedback from inbound and corporate markets
• Communication between Guest Service and Reservations Office open and reciprocal
• Ensure completion of daily duties, eg. Correspondence, filing, reports, etc. Adherence to Emergency Communication procedures ensuring that
• Clear past reservations monthly and file in file boxes for storage

• Any other duties assigned by your Manager.
• Drive “Reservations” through effective training and mentoring of the fellow team members.

Financial/Asset Responsibilities/Duties

• Facilitate the smooth running of the department through adequate supply of materials and equipment.
• Adhere to the department budget through the Purchase Order System and inventory controls.
•  Pro-actively control costs by being aware of forecasted business and targeted profitability, whilst maintaining standards.

• Utilise internet and email in conjunction with Accor Internet and Email policy.

Customers Responsibilities/Duties

• Ensure that the Department establishes and maintains an ongoing quality improvement programme through use of Reservation and hotel guest questionnaires and take action on any feedback.
• Deliver and achieve a level of service quality that consistently meets and preferably exceeds the expectations of guests.
• Attend to operational problems and needs promptly including customer complaints, enquiries and requests, take a positive problem solving approach.

• Ensure that customer safety and security is maintained to high levels at all times.

• Ensure every member of the team is able to promote Hotel facilities service and is aware of special company/Hotel promotions.

Health & Safety Responsibilities/ Duties

• Establish and maintain safe working conditions and practices following Accor Health, Safety and Environmental policies.

• Ensure all practicable steps are taken to maintain a safe work environment following Accor Health, Safety and Environmental policies.

• Ensure all staff within the department are fully conversant with departmental fire and evacuation procedures.
• Ensure all hazard are recorded and reported to the Management and that they are investigated appropriately with controls identified and reviewed.
• Implement Accor policy on prevention of Harassment/ Bullying in the Workplace according to guidelines.
• Ensure all protective clothing and equipment is provided to employees where necessary, maintained and they are train its use.

• Ensure all workplace accidents and incidents are reported accurately and promptly on the prescribed form, with appropriate investigation and corrective action taken.
• All serious harm accidents are reported to management immediately and within 7 days in writing.
• All new and transferring staff have training and ongoing supervision to ensure they have the knowledge and skills to perform work tasks in a safe manner.
• Rehabilitation support and assistance is provided to injured workers following Accor guidelines.
• Review and develop health and safety policy objectives and plans at least annually.
• Be proactive in keeping departmental health and safety records and information up to date.
• Ensue site visitor / contractor entry procedures are applied.