To answer the calls with clear speech and pleasant voice.To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.To recognize VIP guests and to apply the concerned policies.To maintain a good commercial relationship with all the bookers: guests/companies/agencies.To promote the Accor loyalty programs and the hotel promotions.To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.To call the manager for advice in serious cases or if an approval is required.To properly use the telephone etiquettes as per Sofitel standards.To have a perfect knowledge of room types and rate structure.To ensure the accuracy of all booking information entered in the PMS.To have a perfect knowledge of the hotel products.To fulfil administrative tasks and filing.To properly use and maintain the reservation communication system (telephone, fax, e-mail).To be aware of and to follow emergency and security procedures.To respect key handling procedures.To respect schedules, terms and deadlines as agreed with the Management.To attend a daily line up briefing with the reservations teamTo be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.To attend training and meetings as and when required.
