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Description de l'offre
The Reservations Group and Tour Coordinator is responsible for handling all reservations transient and mainly group, direct, email and telephone inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize room revenue. He or she coordinates all aspects of the guest needs and ensure guest experiences are delivered to the highest level. Her or his main task is to respond to all inquiries and facilitates all group requests according to the booking agreements. Being able to multitask is critical along with handling a very large work load. The function should be supportive, proactive, analytical, and entrepreneurial creating memorable moments for our guests and fostering an empowered environment whilst working closely with all key business partners and departments to achieve quality results. Accurately capture data and maintain guest profiles in the Opera System (PMS) - maximize sales and marketing opportunities within the hotel’s policies, procedures and standards - manage room inventory with diligent adherence to checklists and systems - work as part of a team or individually to deliver high quality standards. All work is carried out in accordance with company corporate policies, procedures, and service concepts according to local requirements and regulations.
Missions
- Support the smooth running of the Reservations department in regards to Group Reservations ( Leisure and Business groups)and how it performs routine procedures to maximize revenue and guest expectations where all aspects of the hotel’s reservations enquiries are managed and handled, ensuring both property and company standards are attained and adhered to, as well as all aspects of the client and guest experience are delivered to the highest levels.
- Work proactively and as part of a team that maximizes guest satisfaction and comfort, delivering a positive, timely and responsive approach to guest enquiries and problem resolution.Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
- Assist in day-to-day operations of the Reservations Department.
- Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates- Use upselling techniques. Deliver on departmental plans and objectives, where hotel initiatives & targets are achieved
- Book and block rooms using hotel standards for Group Rooming Lists and Booking Agreements. Prepares and produces quotations and written confirmation (letter/ contract) to clients
- Ensure bookings conditions are communicated according to the hotel and RHG standards. Ensure bookings are guaranteed and no-show charges/late cancellation charges are applied where appropriate; and Reservations policies and procedures are followed to ensure Guest satisfaction
- Maintains high confidentiality regarding guest privacy
- Take responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner.
- Ensures adherence and compliance to Radisson Group standards and all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required.
Profil
- Good numeracy skills
- Commercially minded and be able to build rapport and communicate effectively at all levels.
- Hotel / tourism school diploma is an added advantage
- Commitment to exceptional guest service with a passion for the hospitality industry
- Ability to find creative solutions, offering advice and recommendations
- Personal integrity, with the ability to work in an environment that demands excellence
- Strong communication and listening skills
- Ability to work collaboratively across functions and cultures
- Skilled with Microsoft Office software, especially in Excel
- An open, positive and communicative personality
- Ability to handle multiple challenging priorities and assignments
Date limite :
30 décembre 2023
Reservations Group and Tour Coordinator
- Recruteur : RADISSON Hotels
- Secteur : Restauration, Hôtellerie
- Publié le : 30 novembre 2023
- Date limite : 30 décembre 2023
- Contrat : CDI
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