Key Responsibilities Operations Handles reservations emails (new booking, existing booking, enquiries, etc.) ensuring utilisation of and adherence to the Quality guidelines as required by Clients. Ensure all guests are aware of operational policies - credit card, cancellations, car parking and check in/check out times, etc. Ensures all emails are handled with efficiency and accuracy within the shift. Ensure complaints received are either handled appropriately or escalated to the correct department/person where necessary. Ensure Standard Operating Procedures are adhered to with utmost diligence. Vigilant yield management - sell within rate ranges and ensure the highest rate achievable is sold. Sell peak rates at every available opportunity. Sell from the highest room category down on every enquiry. Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events or opportunities. Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets. Sell all rooms at a rate that maximises owner returns and management commission and upsell property facilities (parking, breakfast, transportation arrangements, etc. Track sales promotions/advertising in CMS as required & advised in Promotional Advice. Ensure all marketing information (source, region, market segment and origin fields) are entered correctly to ensure the effective tracking and reporting of the information required. Send daily report to supervisors of all statistical information as required in the policies and procedures. Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications. Carry out any additional duties as required by the Floor Manager, Call Centre Operations Manager, Revenue Managers or Group Director of Revenue. Enter confirmed reservations into CMS, ensuring all Guest Information & Data Fields are accurate. Communication Ensure that communication with customers, employees and others is honest, open and professional Communication with Hotel Managers and Head Office departments on a regular basis as appropriate. Foster a harmonious relationship between properties and the Central Reservations Office. Notify the Floor Manager, Call Centre Operations Manager, RMs or GMR of any issues immediately as they arise and provide appropriate solutions. Health and Safety Take reasonable care for your own health while at work and ensure that your acts or omissions do not adversely affect the health and safety requirement of the account. Cooperate with any health and safety regulations in the workplace. Be familiar with all emergency procedures, operate pursuant to them and attend training as necessary. Be vigilant of hazards and risks within the workplace that could cause harm, immediately advise the Floor Manager/Call Centre Operations Manager so they can take steps to remove or reduce the risk to workers. Ensure all injuries, accidents or near miss incidents are reported to the Floor Manager/Call Centre Operations Manager and other relevant departments on the Incident Report as soon as practicable. Support all approved return to work and rehabilitation programs.
