Reservation & Guest Service
· Handling of all reservations by telephone, fax, e-mail
· Handling of all reservations by telephone, fax, e-mail
· Handling of all reservations by telephone, fax, e-mail
· Handling of all reservations by telephone, fax, e-mail
· Handling of all reservations by telephone, fax, e-mail
· 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 (Opera)
· 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
EXPERIENCE:
Minimum of 1 year experience in same position and 2 years in Reservations department
Fluency in English and Arabic is a must
