GENERAL FUNCTION & PURPOSE

1. Follows hotel rules and standing orders all time.
2. Maintains departmental discipline at all time
3. Maintains amiable atmosphere within and outside the front office
4. Practices highest standards of personal hygiene and grooming
5. Maintains work area to be clean ,tidy and orderly
6. Possesses functional knowledge of typing.
7. Always participates in scheduled training sessions/programs
8. Always participant in departmental discipline
9. Be knowledgeable about hotel polices regarding reservations I.e. T.A name, address processing various types of T.A vouchers thank callers for making reservations.
10. Assists in identifying, training needs, develops formal training plans and implements training plans for the concerned staff.
11. Ensures reflection of maturity and positive impression factors in the behavior towards guests and fellow workers
12. Attends telephone calls promptly, politely and courteously following the telephone handling manners given by the hotel rules. Courteously provides all the necessary information
13. Courteously obtains complete reservation information as required by the prescribed procedures e.g. billing instructions, letters accordingly processed
14. Maximizes room revenue through salesmanship.
15. Maintains rate list updates all the time.
16. Obtains complete information/ clarification for reservations, originating from various departments
17. Accurately processes each reservation in accordance with prescribed procedure
18. Accurately implements the reservation amendment and cancellation procedure.
19. Maintains accurately reservation racks/reservation files, updated in chronological and strict alphabetical order
20. Accurately implements the reservation amendment and cancellation procedure.
21. Amends reservation control chart, in early hours of the working shifts, using “ amendment charts” for each previous day
22. Keeps reservation control chart accurately updated
23. Accurately processes and dispatches confirmation of reservations, where applicable
24. Maintains records of all complimentary/ house room reservation duly authorized.
25. Maintains accurate records and follow up of no shows of guaranteed reservations, and billing thereof.
26. Maintains effective follow up directly and through PSL, sales office on all groups and individual bookings.
27. Accurately processes inter hotel and next destination sales reservations and record thereof.
28. Assists FOM / AFOM in preparing and dispatching accurate inter hotel sales report in accordance with the prescribed procedure.
29. Keeps availability status and other information on various hotels updated in accordance with information received.
30. accurately process and maintains record of the “waiting list” during closed out dates.
31. Assists FOM/AFOM in preparing and distributing their day forecast on daily and monthly basis.
32. Ensures accurate familiarization with telex reservation procedure.
33. Maintains reservations correspondence records and filing system.
34. Effectively trains personnel in reservation department as and when assigned by supplies at all time.
35. Takes weekly reservations/stock supplies and inventory and ensure optimum supplies at all time.
36. Coordinates with the car rental service and maintain records of all airport pick up requests.
37. Performs all duties/functions diligently as and when assigned by the department head.