Reservations Supervisor at - Nairobi, Kenya - Radisson Hotel Group

Description

Radisson Hotel Group is one of the world's largest and most dynamic hotel groups with seven distinctive hotel brands with more than 1,100 hotels in destinations around the world.

Our portfolio of hotel brands

TASKS, DUTIES AND RESPONSIBILITIES

MAXIMISES HOTEL REVENUE AND GUEST SATISFACTION
Greets guests over the phone in a friendly, courteous manner.
Records reservation information accurately in the PMS (Opera). Both Group and transient business reservations.
Informs other departments of VIP arrivals.
Advises travel agencies and companies on the required deposit and cancellation policy.

Coordinates with Sales & Marketing and Front Office sections and updates them on any changes in rates, promotions or packages.

Identifies commissionable reservations and secures required information.
Records and processes deposit information.
Identifies and records special billing instructions; approves credit after consultation with the Reservations Manager.
Files all reservations in a systematic order for easy referral both on soft and hard copies.
Contributes to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms.
Records requests for special accommodations and suites.
Advises and assists Reservations Manager to notify the Worldwide Reservations Centre of rates and availability status.
Daily Assists with the preparation of the VIP list.
Achieves maximum occupancy and average rate by utilizing yield management.
Must uses up-selling techniques.
Handles all special requests appropriately.
Pre-blocks all special requests or VIP accommodations accurately.
Keeps Reservations Manager informed of new group bookings.
Utilizes guest history files for personalized service at the hotel.
Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests.
Deals with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner.
Acknowledges assigned reservation faxes, emails, agent vouchers and walk-Ins.
Report any guest complaints to the supervisor on duty.
Demonstrate a service attitude that exceeds expectations. This will be done by handling next destination bookings.
Maintains effective employee relations and is a team player with a Yes, I Can Attitude.