  NH Hotels employees always find new ways to look after the business, their guests, and their colleagues.           Within this, the key responsibilities for this position are:Assist in the effective operation of the Reservations department, to meet the business goals of the hotel. Adhere to all Standard Operating Procedures. Take personal responsibility for driving upselling, achieving set revenue targets by months.Be fully aware at all times of the Selling Strategy, rates, packages, groups and booking status of the hotel.Process and respond within 24 hours to all reservation requests and inquiries according to company standards.Handle daily trace/follow up reports according to departmental requirements.Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies.To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.  Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.Maintain a motivational working environment within the department, and with other colleagues in the hotelUnderstand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.Be knowledgeable about local seasonality and events.Proactively promote other sister properties of Minor International.Liaise with the Accounting Department information on Reservation procedures, reports and operational problems and payments of commission.To provide assistance and friendly gesture to local representatives of tour operators and travel agencies.Taking, amending and cancel reservation details as applicable.  Confirming the method of payment.  Replying to every request for information within the timeline specified by the hotelTo attend hotel events, daily shift briefings and training to improve professional skills.Working with Others:They always try to anticipate and exceed the needs of customers and colleaguesThey use their own initiative and good judgement to solve problems in a calm and efficient wayThey enjoy working with others to achieve common goals.  They volunteer as required to ensure the success of the teamThey act with personal professionalism and integrity at all timesTaking Responsibility:They always conduct business honestly and fairly.  They keep sensitive information confidential.They can prioritise their workload effectively and be organised and structured at workThey manage their time and pay attention to detail.  They know their jobs, and are able to work without close supervision.They display a positive attitude, even under pressure.  They personally check their work to ensure its accuracy.Delivering Results:They are committed to meeting and exceeding all performance standardsThey constantly look to develop their own professional skills and abilitiesThey perform job tasks in line with established policies and proceduresThey always try to provide a top-quality experience to all our guests.  
