Front Office - Customer Service / Reservations

Reservation Executive To deal and manage all individual and group reservation enquiries in an efficient and professional manner, ensuring the highest rates are yielded and the business is converted. Responsible for responding to communications from guests concerning reservations by email and phone, including promptly processing any room charges, cancellations and modifications, whilst ensuring the relevant information is inputted into the hotel’s PMS system. To support the commercial team with daily reporting and ensuring that revenue and upselling is maximised at every opportunity. To ensure an appropriate handover to the operations team of all necessary booking details. Responsibilities • Manage telephone and email reservation enquiries in a prompt and professional manner and in accordance with Hotel standards, ensuring accuracy and attention to detail at all times. • Process all room requests, changes, and cancellations and respond to guest questions and queries as appropriate. • Identify guests’ needs and determine appropriate room type, availability and rate and accommodate and document special requests. • Ensure guests are aware of all booking conditions including, the Hotel guarantee, special rates, and cancellation policies. • Produce quotations and written confirmation to all clients and update amended bookings. • Input rooming lists onto the PMS system and set up accurate billing accounts, process advance deposits on reservations and process refunds, in accordance with Hotel accounting policies. • Track future room availabilities on the basis of reservations. • Ensure all bookings are guaranteed and no-show charges and late cancellation charges are applied where appropriate. • Ensure the Hotel’s reservations policies and procedures are followed. • Take responsibility and ownership of any issues or guest complaints, escalating any serious complaints to the Reservations Manager. • Ensure every opportunity is taken to maximize revenue. • Communicate information in a timely manner, regarding designated VIP reservations. • Keep up to date on the selling status, rates, and benefits of all Hotel packages plans. • Adhere to the Hotel’s credit policy and reservation coding protocols. • Undertake weekly administrative duties, including chasing the team’s POs, rate discount analysis checks, daily and weekly revenue reporting, reconciliation of rates to ensure maximum revenue is achieved. • Willing to undertake any reasonable request made by management in any other areas of the Hotel. Systems and Procedures • Produce and distribute daily updates to be sent with rooms changes. • Suggest improvements to the booking process and customer journey. • Update all reservations with card details received on a weekly basis. • Complete reservations check on a weekly basis. • Support the team in developing policies and procedures by making suggestions and contributing to team meetings. Required Skills/Abilities: · Excellent verbal and written communication skills. · Excellent interpersonal and Customer Service skills · Excellent organizational skills and attention to detail. · Proficient with Microsoft Office Suite or related software. · Working Knowledge of PMS Qualifications Any Graduate Industry Hospitality Perk & Benefits Paid Leave Location Gurgaon Salary 15000K to 20000K Freshers or Experience both can apply interested Candidate Drop your cv hr@revcom.in ea@profitablerooms.in 8750505303