To maximize revenue by selling hotel attributes effectively & efficiently while exceeding guests expectations through memorable genuine guest interactions.
Handle reservations effectively & efficiently –sells suggestively to meet guests personal travel needs, genuine guest service is provided. Effectively selling all aspects & assets of Hotel Vermont to guests, being proactive to offer solutions to guests needs. Proactively sells Hotel Vermont’s point of difference in the market.
Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by various methods or through a central reservation system. Creates and maintains reservation records- prepares letters of confirmation and promptly processes any cancellations and modifications.
Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy. Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits. Knows the type of rooms the hotel has as well as their location and layout.
Knows of all hotel packages plans-meaning status, rates, and benefits.
Use employee empowerment to work with disgruntled guests in an efficient and effective manner, resolving their issues and turning around their experience so they are loyal Hotel Vermont guests.
Processes reservations and group blocks from the sales office, works cohesively with sales team to ensure guest satisfaction. Asks questions to anticipate potential problems to resolve before guests are making reservations.
Knows the credit policy of the hotel and how to code each reservation, following up on any outstanding payment issues. Alerts guests to cancellation policy and deposit policies. Understands & communicates hotel policy on guaranteed reservations and no-shows.
Communicates well with Front Desk, Sales and other departments in the hotel to ensure we exceed guest expectations during stay.
Maintains a clean and neat appearance and work area at all times.
Promotes goodwill by being courteous, friendly and helpful to guests, managers and co-workers.
Keeps management informed of guest’s areas of interest in order to target more clients or suggests creative offerings that guests would enjoy.
Brings any potential new business to the attention of the sales team & managers.
Cross trained in all areas of Guest Services and Housekeeping. Shows willingness to assist when needed.
Perform other duties as requested.
High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.
Previous hotel-related experience desired. Experience in Opera PMS and their functionalities preferred