BASIC
PURPOSE: Handle all telephone inquiries and reservations
accurately and efficiently by answering the telephones courteously, promptly,
and professionally while promoting hotel services and ensuring maximum room
revenues.
ESSENTIAL
FUNCTIONS:
1. Answer
telephone promptly and courteously. Enter guest reservations into the computer
system quickly and accurately segmenting reservations into the appropriate
category while using the hotel’s selling strategy and knowledge of all rates,
package plans and hotel services, in order to close out sale and up sell the
hotel as appropriate.
2. Maintain good
relations with all guests and know and implement procedures for giving special
attention to VIP’s & Special Club members.
3. Maintain a
working knowledge of the sales and front office areas, credit policy, different
room types and hotel services.
4. Monitor, sell,
report closely and attempt to obtain alternate date reservations for all closed
out dates by utilizing the wait list
5. Change and
cancel reservations as guest request. When canceling a reservation with
deposit, complete an advance deposit refund requisition.
6. Take
reservations for suites, properly filling in necessary information following
credit policy. Block rooms accordingly and distribute worksheet to departments
involved.
7. Review group
cover sheets to ensure accuracy and enter information into the computer system.
8. Report
rate resistance and all problems to Director.
NON-ESSENTIAL
FUNCTIONS:
1. Answer letters, send brochures and
information in response to guests’ request.
2. Be familiar with duties of Director,
Sales such as forecasting, coding, closing
out and restricting dates.
3. Participate in hotel committees and
task force opportunities.
Knowledge
and Skills:
Education: A high school education or equivalent
experience. Further education is desirable.
Experience: Previous data entry and telephone
experience is helpful.
Skills and Abilities: Must possess telephone communications
skills in terms of the ability to negotiate, convince, sell and influence
potential hotel guests. Ability to operate a computer.
No.
of employees supervised: None
Travel
required: None
Hours
Required: Scheduled days and times may vary based on
need.