Service Associate - Reservations

FILINVEST COMPANY: HOSPITALITY ENTERPRISE RESOURCES CORPORATION

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications. Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.

1. Processes reservations by mail, telephone, telex, cable, fax, or central reservation systems referral.
2. Processes reservations from the sales office, other hotel departments, and travel agents.
3. Knows the type of rooms available as well as their location and layout.
4. Knows the selling status, rates, and benefits of all package plans.
5. Knows the credit policy of the hotel and how to code each reservation.
6. Creates and maintains reservation records by date of arrival and alphabetical listing.
7. Determines room rates based on the selling tactics of the hotel.
8. Prepares letters of confirmation.
9. Communicates reservation information to the front desk.
10. Processes cancellations and modifications and promptly relay this information to the front desk.
11. Understands the hotel's policy on guaranteed reservations and no-shows.
12. Processes advance deposits on reservations.
13. Tracks future room availabilities on the basis of reservations.
14. Helps develop room revenue and occupancy forecasts.
15. Prepares the expected arrival list for front office use.
16. Assists in preregistration activities when appropriate.
17. Monitors advance deposit requirements.
18. Handles daily correspondence. Responds to inquiries, and make reservations as needed.
19. Makes sure that files are kept up to date.
20. Maintains a clean and neat appearance and work area at all times.
21. Promotes goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees.
22. Walk around with the client and ensure that they secure whatever services they are in need of.
23. Getting information about areas of interest in order to target more clients in particular seasons.
24. Making arrangements for clients travel programs.
25. Tracks future room availability on the basis of reservations and helps develop forecasts for room revenue and occupancy.
26. To be aware of all front office procedures and assist with reception duties when required.
27. To be fully aware of and adhere to health and safety, fire, and bomb threat procedures.
28. Willing to undertake any reasonable request made by management in any other areas of the house.
29. Open and close the availability as and when a required hotel is in all the GDS channels, IDS channels, and on the hotel website.
30. Configuring rates on the hotels property management system.

QUALIFICATIONS

• Minimum one (1) year of experience in Ecommerce roles - Hospitality Industry Experience preferred.
• Experience with sales and in a prior management or leadership position is preferred.
• Excellent written, and verbal communication, organization, and comprehension skills.
• Show absolute discretion and confidentiality regarding sensitive information.
• Ability to work well under pressure and effectively handles multiple and concurrent demands. Must demonstrate strong time management skills, appropriate prioritization of responsibilities, and flexibility.
• Employers look for applicants who have worked in a hotel or the hospitality industry.
• Proficiency in computer use for scheduling reservations and keeping records of room use is beneficial.
• Awareness of industry standards, a customer-oriented way of thinking, excellent organizational skills, and strong written and verbal communication.
• Fluency in English both oral and written
• Computer literate
  
• Proficiency with MS Excel, Word, PowerPoint and Outlook