Reservation & Guest Service
Handling of all reservations by telephone, fax, e-mail
Handling of group reservations
Updating reservations in the PMS received via the interface
Adhere to all reservation standards
Understand and be able to answer all questions about rates, room categories and seasonality
Sell rates according to availability and yield strategy
Maintain and develop guest contact
Handle all reservation documents and correspondence correctly and conscientiously
Apply company credit policy
Pass on sales leads to Sales managers
Pro-actively try to cross-sell (F&B, Spa, etc.) and up-sell room
Efficient and complete communication with all other departments, especially front desk, accounting and sales
System Knowledge
Complete knowledge of the property management system
Working knowledge of Microsoft Word and Excel, Internet and e-mails
Team work & Communication
Participate in team or department meetings
Approach superiors in case of help needed
Cooperate with and assist team members
Participation in trainings offered is expected
Never be too shy to ask questions!
Be able to clearly communicate information to guests or colleagues
Always be courteous and polite towards guests and colleagues
Product Knowledge
Have complete knowledge of the following:
-the Hotel and all outlets
-the area
-the company
-sister properties
-special events in the area
Tidiness & Cleanliness
Maintain a clean and tidy work environment
Always be properly groomed and wear clean clothes
Ensure that all equipment is clean and well-maintained and/or replaced if needed.
Safety & Security
Be aware of the joint responsibility for safety in the hotel and strictly abides by all safety instructions, especially when operating equipment or machines
Behave at all times in a way to avoid accident and create a safe work environment for all
Know the emergency plans, i.e. know the evacuation and emergency procedures and what to do.
Ensure that any confidential documents or correspondence filed correctly and is not leaving the hotel
Ensure the security and privacy of our guests by not disclosing or using any information or knowledge about them other than for a complete and accurate reservation
Compliance
All Kempinski company policies and procedures have to be complied with.
Any duties or tasks laid down by the reservation manager or direct superior have to be carried out
The management reserves the right to change/extend this job description if necessary, at any point of time during the employment period
The holder of this statement can be asked to take on other tasks in addition to the ones stated above, in a reasonable framework.
EDUCATION
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
High school or secondary school education required. University/college/tertiary level education preferred
EXPERIENCE
Previous experience in luxury hotels, with positions in rooms division is required. Pervious experience in reservations or sales preferred
COMPENTENCIES
COMPENTENCIES
COMPENTENCIES
COMPENTENCIES
COMPENTENCIES
COMPENTENCIES
COMPENTENCIES
Strong communication skills, written and verbal
Work under pressure and time constraints
Handle guest contact efficiently and be able to sell the product
Ability to meet deadlines
PERSONALITY TRAITS (IND. CH)
Strong listening and oral skills
Cope with stressful situations
Be of natural and courteous character
Display confidence when selling product and speaking to guests
OTHER SKILLS
OTHER SKILLS
OTHER SKILLS
OTHER SKILLS
OTHER SKILLS
OTHER SKILLS
OTHER SKILLS
Fluent written and spoken English + one other foreign language
Micros-Fidelio or Opera PMS
Minimum of intermediate Microsoft Office Skills
