Experienced Customer Service Representative with a demonstrated history of working in the hospitality industry. Skilled in C++, C#, Java and AndroidDevelopment. Feasibility Studies, Customer Satisfaction, Hospitality Industry, and Event Management. Strong operations professional with a Bachelor of Engineering - BE focused in Computer Software Engineering from City University of Science and Information Technology.
To process all group reservations that have been negotiated by the Revenue Manager.
To confirm reservations for room according to room availability issued by the Revenue Manager in agreement of the room rates that are currently in effect.
To record and send out confirmation of all reservations, neatly and clearly as per SOP standards.
To report any complaints from our guest or clients to the Reservation Supervisor or Manager.
To provide maximum guest satisfaction and customer care.
Know the type of rooms available as well as their location, layout, features and amenities.
Learn and commit to memory the different services the hotel offers, the range from F&B, SPA, Meeting and Conferencing to Meet and Greet options.
Process reservations by Email, Telephone, Fax, Website, OTA’s, GDS referrals or Online Media.
Answering telephone calls in accordance to hotel policy.
Know the selling status, rates and benefits of preferred room rates or packaged rate plans.
Accurately and consistently enter booking details into the hotel’s PMS.
Determine room rates based on the revenue management principles followed by the hotel.
Send confirmation letters to the booker in a timely manner.
Process cancellations and modifications.
Understand and explain the hotel’s policies on reservations, late cancellations and no-shows.
Ensure familiarity with the hotel’s credit policy.
Process advance deposits on reservations.
Monitor advance deposit requirements.
Charge No Show and Waitlist reservations daily.
Daily website payment deposit check.
Daily Booking.Com reservations check.
Processing hotel statistic reports after night audit.
Extracting daily VIP reports.
Extracting Upselling reports
Main responsibilities include the following:
To greet smile and welcome all guests after a flight.
To inform all relevant departments regarding special guest requests.
Upselling of rooms and special offers to guest.
To ensure that Guest history and profiles are updated on a regular basis.
Escort VIP's and Club Guests to their allocated reception or boarding gate.
Escorting passenger through immigration and customs formalities or/and through connections to their next departure gate.
Enhances personal recognition and prompt attention to guests from their arrival through to their departure.
To handle guest requests ensuring that all matters are dealt with efficiently and promptly taking preference administrative tasks.
To inform guests of the facilities within the hotel. To promote the Food and Beverage outlets to increase internal revenue, provide guests with details on airport information and activities as required.
Familiar with all Airport codes.