Job details
Responsibilities:Supervise all incoming and outgoing room reservation requests and ensure they are attended to as per the hotel standards and procedures.Attract guests and enhance their loyalty by providing distinctive service through communication and sales skills to improve the hotel's image and increase revenue.Recognize potential clients and transmit information to the Sales Department.Identify VIP guests and apply the concerned policies.Maintain a good commercial relationship with all bookers: guests, companies, and agencies.Promote the Accor loyalty programs and hotel promotions.Respect the privacy of guests and confidentiality of information.Manage guest complaints professionally by owning them, resolving to guest satisfaction, and recording them.Supervise and report all guest comments or complaints.Call the manager for advice in serious cases or if approval is required.Ensure proper telephone etiquette is used as per Sofitel Standards.Ensure the reservation team has perfect knowledge of room types and rate structures.Ensure the accuracy of all booking information entered in the PMS.Supervise the accurate maintenance of Guest History.Ensure the team members have perfect knowledge of the hotel configuration and products.Achieve Quality Tools Yield Management performance with the reservations team.Know the competitors and gather information about their activities and sales.
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