General Tasks and Responsibilities:
1. Specific Duties and Responsibilities:
Receives processes and confirm guest room reservations made by clients on the phone, letter or fax as per Gloria standard.
Sort all the correspondence in the order of priority and process the Reservation to the set standard.
Input, modify or cancel phone reservations into the system correct and directly and file accordingly.
Attends to enquiries, complaints and requests regarding reservations.
Maintains established filing systems of all correspondence
Ensure that all the reservations requests are processed and confirmation and or cancellation request faxes or emails are sent within 24 hours period.
Organizes visa request for the hotel guest as per hotel policy.
Answers complaints regarding reservation and refer any problems to the immediate
superior on duty.
Answers inquire and / or promote hotel services and facilities.
Answer questions on the rates, promotions and room type’s availability.
Access the GDS/CRS/TPI regularly and input these reservations into the system.
Follows established procedures to process all room reservations, rates,
confirmations, hotel facilities, etc.
Put traces into reservations that require follow up. E.g. payment, visa, special request
and rate discrepancy.
Check all the reservations for the next day arrival and ensure that all the pertinent
information regarding the stay and special requests is being fulfilled.
Ascertain callers needs through open ended questions and try to sell higher yield
Uses guest recognition skills effectively.
Perform any other duties that may be assigned from time to time by the immediate
Superior or Management.
Complies with hotel health, safety and hygiene policy.
To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
To generally promote and ensure good inter-departmental relations.
To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.
To adhere to Company and Hotel rules and regulations at all times.