2.1 Maintains complete knowledge of and comply with all departmental policies/service.
2.2 Maintains complete knowledge of correct maintenance and use of equipment. Uses equipment only as Intended.
2.3 Anticipates guests’ needs, responds promptly and acknowledges all guests, though busy and at any time of the day.
2.4 Maintains positive guest relations at all times.
2.5 Resolves guest complaints, ensuring guest satisfaction.
2.6 Monitors and maintains cleanliness, sanitations and organizations of assigned work areas.
2.7 Maintains complete knowledge of:1) All hotel facilities/services, hours of operation.
2) All guest room layouts, bed types, décor, appointments, and locations.
3) Room availability for any given day.
4) Restricted dates, rates and room types.
5) All room rates, packages and promotions.
6) Specific arrangements between hotel and travel agencies, corporate reservations center.
7) Entertainment/special events scheduled in the hotel.
8) Accesses all functions of the computer system.
9) Evaluates the staffing requirements and prepares work schedules weekly, adhering to budget goals.
2.8 Ensures that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
2.9 Documents any late or absent employees; maintains accurate and current employee records.
2.10 Schedules and assigns employees’ breaks.
2.11 Communicates anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
2.12 Legibly updates information board.2.13 Ensures that employees are knowledgeable about hotel services, features and amenities.
2.14 Prepares and communicates assignments to the employees. Assigns additional tasks as they arise.
2.15 Responds to incoming calls.
2.16 Accesses and ensures that Reservation Agents properly access all functions of Reservations system.
2.17 Monitors and ensures that Reservations employees perform their job functions according to the hotel's standards.
2.18 Monitors and ensures that all reservations (including manual) are put into the system.
2.19 Monitors reservations requested by fax, telex and mail.
2.20 Ensures guest history accounts are kept current.
2.21 Ensures advance deposits, refunds of such and confirmation of both are processed.2.26 Ensures that group room blocks are released to general inventory after group's cut-off date or cancellation.
2.27 Ensures that rooming lists are put into the system.
2.28 Pre-block group rooms where special requests are made.
2.29 Assists Reservations staff whenever necessary in performing all job functions.
2.30 Conducts a week formal training program on the required job functions with criterion expected, department orientation with new hires, and ongoing training with existing employees.
2.31 Works closely with other departments to effectively accommodate guests' special requests and amenities.
2. 32 Communicates designated VIP reservations to the General Manager and department managers.
2.33 Works closely with the Front Desk Manager in determining the percentage for overbooking.
2.34 Reviews no-show reservations and process charges. Tracks group no- show reservations and distributes to Sales Department.
2.35 Compiles reports on no-show for future business forecasting.
2.36 Reviews master file activity report daily for accuracy of codes, rates and guest information.
2.37 Communicates room availability (particularly status changes on any date) to Reservations employees, Front Desk Manager and Corporate Reservations Center.
2.38 Reviews any reservations erroneously taken during restricted dates with individual responsible.
2.39 Reviews previous night's occupancy report and track for forecasting future business patterns.
2.40 Monitors wait list and determines priority of guests to be contacted for room availability.2.41 Creates Travel Agent Master in computer.
2.42 Reviews Travel Agency Commission Report daily for accuracy; resolves any discrepancies.
2.43 Monitors system problems, maintains log of such and coordinates corrections with the service company representative.
2.44 Prepares work orders for maintenance repairs and distributes them to Engineering.
2.45 Maintains supply levels and legibly document needs on a requisition.
2.46 Organizes and sets up office files on designated reference or resource information; keeps filing up-to date.
2.47 Prepares and distributes weekly/monthly/annual forecasts.
2.48 Prepares and submits daily/weekly payroll records.
2.49 Ensures that all pertinent information is documented in the log book daily.
2.50 Conducts performance appraisals of designated staff annually.2.51 Attends designated meetings.
2.52 Reviews status of assignments and any follow-up action with on-coming Supervisor.
2.53 To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).
2.54 To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving energy. To predict effects of environment and efficiency of energy on purchased equipment.
2.55 To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment.
2.56 Carry out instructions given by the management team and head office.
2.57 Carry out all responsibilities related to the quality management and food safety management systems implemented at the facility.
2.22 Monitors group reservation activity daily and communicates status with Sales Department. Follows up on tentative sales bookings with respective Sales Manager to update status.
2.23 Ensures group files are accurate and kept current.
2.24 Ensures that group requirements are entered from the sales booking sheet.
2.25 Processes change forms received from Sales after checking availability; resolves any discrepancies.
