Groups Reservationist

Responsibilities

• Responsible for the sales and management of all group bookings of 7 rooms or more that do not require catering (with the exception of breakfast).
• This also includes the management of PCO group blocks relating to inventory, payment and group setup, where that group does not include catering.
• Handle enquiries for group bookings via fax, email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours).
• Handle any other department issues related to groups (follow up on prepayment, routing, vouchers...)
• Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
• Manage Hotel inventory in relation to group reservations and monitor potential wash of business.
• Produce reports and statistics as requested by the Group Services Manager. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3-month Group Forecasts.
• Manage Group payments, cancellations, rooming lists and terms and conditions.
• Maintains a precise filing system for all Group reservations and correspondence.
• Ensure a prompt input of reservations and data for the next 3 month period for all group enquiries & bookings (within 24 hours).
• Performs all reservations duties including making and entering reservations as required (e-mail, fax, phone).
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Group Services Manager is informed of any guest feedback.
• Maintains control of Guest History and implement policy and procedures.
• Ensures a clear line of communication with other departments for special requests or other reservation-related matters.
• Clear communication with all staff in relation to all group related topics.
• Ensure VIP and complimentary room night procedures are adhered to.
• Ensure Accor brand and company standards are implemented and updated.
• Ensure security and safety procedures are updated and implemented
• Promotes and maintains good public relations with PCO's, travel agents, airline companies and commercial organizations and solicits business for the hotel.
• Promotes positive working environment by developing positive team spirit.
• Setup of confidential contracts and agreements
• Other duties as requested.
• Talent & Culture Responsibilities
• Assist the (Department) Management Team in the following:
• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, Department and Hotel in the first week of their employment following guidelines. Ensure all duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
• Health & Safety
• Notify your Manager of any reason you may not be capable of performing your tasks safely.
• Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
• Attend and actively participate in all WH&S training required of you by the Hotel.

Benefits

Additional Information

Scope of Position The Reservations Agent: Leisure & Groups is responsible for managing all guest enquiries, questions, and requirements related to hotel room reservations in an efficient, helpful, and professional manner. This role provides vital support to all departments, especially the Sales team, to ensure guest satisfaction and to help achieve the hotel's room revenue targets. Key duties include the daily processing, acceptance, and accurate input of individual and group reservations. The agent is also expected to provide guidance and assistance to non-residents or visitors regarding general enquiries, ensuring a positive experience for all. Additionally, the Reservations Agent must handle and resolve guest concerns or complaints promptly, professionally, and in accordance with hotel standards to maintain exceptional service levels.

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