Reservation Guest Service Officer - Arabic Speaker

Job description

Company Description

Sofitel Al Hamra Beach Resort

Job Description

·  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 potential clients and to transmit information to the Sales Department.
·  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 respect the privacy of the guests and the confidentiality of the information.
·  To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
·  To report all guest comments or complaints.
·  To call the supervisor or 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 maintain an accurate Guest History.
·  To have a perfect knowledge of the hotel configuration and products.
·  To achieve Quality Tools and Yield Management performance.
·  To know the competitors and to gather information about their activities and sales.
·  To provide updated reports and statistics to the Management and other departments.
·  To follow up availability and rate charts on TARS and other booking systems / channels.
·  To maintain database for ATACS follow up.
·  To follow daily check-lists.
·  To fulfill 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 Lost & Found procedures.
·  To read and update logbooks.
·  To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
·  To maintain a clean and tidy working area at all times.
·  To be updated with the latest administrative, organizational, operational or other changes and news.
·  To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
·  To maintain an atmosphere of high morale and a happy working relationship among the team.
·  To respect schedules, terms and deadlines as agreed with the Management.
·  To attend a daily line up briefing with the reservations team.
·  To support reception training in reservation techniques and procedures.
·  To carry out special projects according to the assignments.