Career Opportunities at OptiHuman Consulting Limited

Specific Responsibilities

• Ensure Outstanding customer care at all times.
• Maintain a friendly, cheerful, and courteous demeanor at all times.
• Courteously and accurately answer inquiries from potential guests and accept hotel reservations. 
• Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Use suggestive selling techniques to sell room nights, and increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Allocate rooms to expected arrivals after checking the guest’s preferences and special requests.
• Build strong relationships and liaise with all other departments especially housekeeping, reservations, etc.
• Cross check all billing instructions are correctly updated 
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Perform other duties as assigned, requested, or deemed necessary by management.
• Ensure safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Front Office Manager

Requirements.

• 3+Years experience as an Front Desk supervisor, Customer Experience in Hospitality Management.
• A degree or Diploma in Hospitality Management
• Experience in motivating and leading a winning team.
• Ability to remain calm whilst under pressure.
• Knowledge of Opera / Omega …. Property Management System is required.
• Advanced communication, organizational, interpersonal and customer service skills.
• Highly organized, results oriented with the ability to be flexible and work well under pressure.
• Professional attitude and appearance 
• Working knowledge of Word, Excel and other computer related programs.

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DUTIES AND RESPONSIBILITIES:

• Act as a main resource for reservation agents needing assistance or about achieving customer satisfaction.
•  Ensure the reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc.
•  Respond to all guest reservation requests and execute prompt, courteous, and accurate guest service at all times.
•  Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
•  Answer guest inquiries about hotel services, registration of guests, shopping, dining, entertainment travel directions, etc.
•  Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
•  Assist and prepare in groups pre-arrival process and also prepare group rooming lists.
•  Maintain a clean and organized work area. 
•  Track all reservations picked up from all Online channels like hotel websites, OTA, GDS, another third party, etc.
•  Handle external systems like channel Managers, Web booking engines, Rate comparison tools, online travel agents extranets, etc.
•  Update No-shows and cancellations on all OTAs without fail to avoid any unwanted commissions.
•  Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
•  Verify all reservations taken on the reservation forms are updated on the PMS without fail.
•  Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations.
•  Verify if each reservation request is processed as per the hotel standards and without delay.
•  Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
•  Process retentions, no-shows, and cancellations as per the hotel policy and procedures.
•  Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
•  Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
•  Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc.
•  Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival.
•  All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
•  Check forecasting reports based on statistics codes (Market, Source, Rate Code, etc.), reservations that are wrongly tagged should be amended.
•  Receive contracts detailing room allotments and create allotments on the hotel management system.
•  Train newly recruited reservation staff in taking reservations, telephone etiquette, reservation modules on hotel software, and processing emails.
•  Ensure that Guests service agents at the front desk are also trained on reservations and checking hotel availability.
•  Ensure deposit payment is taken in advance for all pay-at-hotel reservations eg: Direct reservations, OTA’s (Booking.com, Orbitz, Expedia, etc.)
•  Determine work procedures, prepare work schedules, assign duties, and expedite workflow for reservation agents.

PREREQUISITES:

• Excellent communication skills and extremely organized. Service Orientation i.e. actively looking for ways to help people. Ability to work with multiple systems and applications like spreadsheets, databases, word processing, property management software, Booking engine, OTA Extranets and computers.
• A degree or Diploma in Hospitality Management
• Computer Knowledge and experience in MS Office programs.
• 3+Years previous experience in reservations and front desk operations from the hospitality industry.
• The successful candidate must have a passion for customer service.
• Exceptional communication skills both written and oral with great analytical skills.
• Highly organized, results oriented with the ability to be flexible and work well under pressure.
• Professional attitude and appearance