Rosik Consults Limited Hospitalilty/Food Service Jobs in Tema
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Job Description
Reports directly to: Front Office Manager
Responsible for: Providing detailed information, using sales techniques to upsell services, resolving complaints, and maintaining accurate records in a reservation system.
- Location: Tema
- Hours of Work: 0800hrs (Morning shift, Late shift, Straight shift)
- Rotation of shift depends on the occupancy and busy schedule of the hotel.
Accountability Objective:
- A Reservation officer’s main accountability objective focus on providing a seamless guest experience by accurately managing bookings, maximizing revenue through effective sales and occupancy management, maintaining accurate reservation systems, and upholding high standards of customer satisfaction and communication.
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Nature and Scope of Work:
Area of Activity (duties and responsibilities)
- Processes reservations by mail, telephone or central reservation systems referral.
- Processes reservations from the sales office, other hotel departments, and travel agents.
- Knows the type of rooms available as well as their location and layout.
- Knows the selling status, rates, and benefits of all package plans.
- To ensure a proper use of the telephone etiquette standards.
- Knows the credit policy of the hotel and how to code each reservation.
- Provides information about hotel services to guests.
- Creates and maintains reservation records by date of arrival and alphabetical listing.
- Determines room rates based on the selling tactics of the hotel.
- Prepares letters of confirmation.
- Communicates reservation information to the front desk.
- Processes cancellations and modifications and promptly relays this information to the front desk.
- Understands the hotel’s policy on guaranteed reservations and no-shows.
- Processes advance deposits on reservations
- Tracks future room availabilities based on reservations.
- Must be polite while answering the phone.
- Helps develop room revenue and occupancy forecasts.
- Prepares expected arrival list for front office use.
- Assists in preregistration activities when appropriate.
- Handles daily correspondence. Respond to inquiries and make reservations as needed.
- Makes sure that files are kept up to date.
- Maintains a clean and neat appearance and work area at all times.
- Promotes goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees.
- Getting information about areas of interest to target more clients in particular seasons.
- To be aware of all front office procedures and assist with reception duties when required.
- To be fully aware of and adhere to health and safety, fire, and bomb threat procedures.
- Willing to undertake any reasonable request made by management in any other areas of the house.
- Configuring rates on the hotel’s property management system.
Key Relationships:
Internal
- Departments (Front office, Operations and Sales and Marketing)
External
- Clients/Guests
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Required Skills or Experience
- HND/Degree
- Must speak, read, write, and understand the primary language (English) used in the workplace.
Key Skills and Behaviours’ - Special Training or Competence:
- Strong communication skills – active listening, clear speaking
- Customer service
- Multitasking
- Telephony systems
- Attention to detail
- Team Working
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