Responds in a professional and courteous manner to telephone inquiries regarding reservations and hotel information by providing accurate and timely information and service.ACCOUNTABILITESESSENTIAL DUTIES AND RESPONSIBILITIESGuest Service
- Maintains guest service as the driving philosophy of the operation
- Personally demonstrates a commitment to guest service in responding promptly to guests' needs
- Committed to making every guest is satisfied
- Meets or exceeds guest satisfaction measures
- Ensures hotel standards and services contribute to the delivery of consistent guest service
- Implements and practices guest service initiatives and performs to Gulph Creek Hotel Standards
Reservation Operations
- Responds to telephone inquiries and reservation requests by explaining product and service options in order to sell rooms. Gathers needed information from customer in order to confirm reservation.
- Negotiates rates and up sells rooms in order to increase occupancy and maximize revenues. Promotes the hotel and its services in order to capture customers and increase revenues.
- Operates reservations system by entering and accessing data in order to provide callers with accurate hotel information.
- Duties will include manual and computerized skills. Provides accurate and up-to-date manual and computerized reports on daily and monthly room and reservations information in order to assist management with forecasting, tracking and staffing. Compiles, sorts and stores reservation cards in order to maintain accurate and organized files for easy access and research.
- Enters all special room requests into computer or manual system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction. Keeps up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
- Inputs group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
- Maintains a friendly, cheerful and courteous demeanor at all times.
- Performs other duties as assigned, requested or deemed necessary by management.
- Manages resources including franchise systems, airline systems, yield systems and tracking systems.
- Offers Guest assistance when needed, whenever possible.
- Complies with all safety and security policies in accordance with Gulph Creek Standards.
- Approach all encounters with guests and employees in a friendly, service-oriented manner.
- Maintain regular attendance in compliance with Gulph Creek Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
- Comply at all times with Gulph Creek standards and regulations to encourage safe and efficient hotel operations.
- Other duties as required
- Maximizes yield opportunities and meets revenue goals, as established by management.
QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION and/or EXPERIENCE High School diploma or equivalent, plus relative experience in customer service