Reservation Agent - Nürnberg, Deutschland - TFE Hotels

Beschreibung

Position Description - Reservation Agent

YOUR PLACE

Show your passion for delivering exemplary customer service by adopting the 'Go MAD' philosophy, striving to make each "group stay" experience exceptional and memorable. Demonstrate your persuasive selling skills to maximise reservations for the hotel, ensuring timely responses at maximum conversion, yield management and effective distribution of inventory.

Department Front Office

Reports to General/Hotel Manager, Executive Assistant Manager, Reservations Manager

Role Classification Individual Contributor

YOUR NETWORK

Internal Senior Managers, Reservations, Housekeeping , Maintenance and all team members across all departments

External Customers, potential customers, visitors, vendors and contractors

WHAT TO EXPECT

Reservations

• Actively contribute to the attainment of hotel objectives and targets as outlined by your manager.
• Take reservations either by phone, email or fax and enter individual and group reservations accurately and send written confirmation of reservation.
• Ensure all customer requests and enquiries are answered promptly, professionally, and courteously; applying "SNAP" to all customer service delivery.
• Ensure the accurate and up-to-date filing of all reservation requests, correspondence, and any other necessary paperwork.
• Control the taking of advanced deposits for future accommodation bookings.
• Possess knowledge of all room types, rates and services provided by the hotel, and maintain clear and concise communication with all departments and management, with regard to group room allocations, special requests and any other customer requirement.
• Assist with following up and processing 'No Show' reservations and the entering and maintaining of accurate company/VIP records.
• Assist with preparing next day arrival and cross checking all channels.
• Assist with entering third party website, wholesaler, inbound and FIT reservations and upsell special sales packages to guests.
• Perform cashiering duties if required; apply and refund deposits and adhere to hotels credit policy.
• As required answer hotel switchboard phone and re-direct call efficiently.
• As required assist in maintaining of Airline Reservations, including invoicing.
• Ensure cross-selling of 'sister' hotels in the TFE hotels group wherever possible.
• Communicate new client leads to the sales department and keep informed of any sales or promotional activity and maintain the flow of information to all relevant team members.
• Handle complaints directed to reservations with tact and diplomacy, taking care to protect the interests of TFE hotels at all times, refer to or advise Hotel Management of all complaints received.
• Any additional duties or responsibilities as directed by management.

Groups Bookings

• Handle enquiries for group bookings and provide a reply or confirmation within a reasonable timeframe.
• Managing all communication regarding group reservations for the hotel and setup of group contracts.
• Responsible for the management of Conference/Incentive/Entertainment and Sports group blocks relating to inventory, payment and group setup.
• Action groups daily activities e.g. release dates, follow up rooming lists, payment schedule etc.
• Check contracts issued by the Head Office Sales Department and ensure the information corresponds to the block in the booking system.
• Prepare all group information sheets and communicate effectively to all involved stakeholders prior to the arrival of the group.
• Produce reports and statistics as requested, including group forecasts.
• Conduct Hotel group site inspections with detailed knowledge of the property and its current package.

Teamwork

• Attend and contribute to hotel team meeting and reservations and rates meetings as required.
• Support Front Desk operations during peak arrival & departure periods.
• Maintain clear and concise communications with all departments and management regarding special requests, customer requirements, and general hotel events.
• Assist other departments on busy days and complete any other duties as request by the department supervisor or manager to meet business demands.

Knowledge and Development

• Attend and actively participate in training programs as required.
• Put into practice in the business all TFE training that has been completed.
• Have solid understanding of revenue reporting program i.e. EZRMS.
• Knowledge of all room types, rates and services provided by the hotel, and be prepared to 'sell' at all times.
• Maintain up to date knowledge of all key events and what is happening in the city, as well as key information to assist guests e.g. tram/bus numbers and timetables.
• Demonstrate sound knowledge to deal with any issues that arise during the shift including relocating guests to sister properties if the hotel is overbooked.
• Have sound knowledge of all sister properties for purposes of cross selling.

Departmental Policies & Procedures

• Ensure the company code of conduct and team hand book are adhered to.
• Understand relevant departmental policies and procedures, and abide by these team member guidelines at all times.
• Adhere to TFE Hotels credit and account policies and procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and all charges are correct and posted prior to checkout.
• Maintain immaculate presentation and grooming, wearing designated uniform and name badge at all times.

Workplace Health & Safety

• Maintain a tidy, clean and orderly appearance in all areas.
• Have a full understanding of emergency procedures.
• Understand and ensure adherence of TFE Work Health and Safety policies and procedures at all times.
• Report hazards, near misses and accidents at the workplace immediately.
• Ensure security for guest privacy, procedures for stores, cash, premises, team members, equipment and chemicals is implemented and maintained in accordance with TFE policies and procedures.

THE ESSENTIALS

• You have immaculate presentation and grooming and wear the appropriate uniform and name badge at all times, with pride
• You understand and follow our company code of conduct, team member handbook and relevant departmental policies and procedures.
• You acknowledge the importance of workplace safety and our TFE WHS policies and procedures are front of mind at all times.
• Any hazards, near misses and accidents at the workplace are reported immediately.
• Guest and team member security and privacy is of utmost importance and you maintain this at all times.

YOUR LEADERSHIP CAPABILITY

Drive & Learning

• You have a hunger to learn and approach new activities with a positive mindset
• You collaborate with your Manager on personal development and are open to constructive feedback

Accountability &

Ownership

• You take accountability for your role, actions, learnings, successes, and mistakes
• Operating with integrity and honesty are of the upmost importance to you

Emotional Intelligence

• You're self-aware of your own thoughts, emotions and responses and how to manage and regulate them, especially under pressure
• You understand the impact of body language, verbal comments and tone and can also read others' responses and feelings through these cues

Collaborative Relationships

• You're a team player and happy to help other departments when needed to achieve overall team goals
• You actively listen to others and contribute to team interactions

Influencing

• You're ace at building rapport with colleagues and guests
• You listen to and acknowledge others' feedback, ideas and also share your own

Communicating

• You communicate concisely, confidently and with warmth and respect
• You engage with direct eye contact and positive body language
• Don't forget to always use guest and team member names

Driving Performance &

Results

• Your can-do attitude shines when doing any task and you don't shy away from a challenge, in fact you volunteer for them
• You understand how individual actions contribute to team goals

Planning & Execution

• Tasks are completed promptly and efficiently whenever you're involved and always to deadline and according to the right procedure
• You're focused, have high attention to detail and respect others' time too

Change & Innovation

• Adapting to new leadership, processes, requirements, or culture is a smooth transition for you and you speak positively about to change to bring others on board

Business Judgement

• You understand Balanced Scorecard metrics and concepts of ADR, RevPAR, occupancy and F&B productivity metrics
• You know what your team goals and KPIs are and work with them in mind

External & Customer focus

• Guests have your undivided attention. You connect with them and personalise your service to make a difference to their stay

Commercial Acumen
• You're a proactive problem solver – you analyse facts and customer information to make sound and logical decisions

Developing Culture &

Engagement

• You understand where your role first within the goals of the business and you contribute to the achievement of these goals
• You listen to, consider and embrace diversity and new ideas and styles

Attracting & Developing Talent

• You share your on-the-job knowledge with others and you're a TFE ambassador when it comes to referring future/potential team members

MORE ABOUT YOU

Qualifications

• Diploma of Hotel Management desirable but not essential.

Knowledge

• Solid organisational skills - eye for detail coupled with a strong ability to proactively identify priorities and manage multiple tasks, and successfully accomplish objectives in a busy and challenging workplace.
• Demonstrated ability to work independently and as part of a team.
• Demonstrated knowledge of Microsoft Office programs (Word, Excel, and PowerPoint).
• Previous Opera/Protel program experience is an advantage.
• Flexibility and availability to work weekdays or weekends.

Prior Experience

• Experience in a high paced customer focused role.
• Experience as a Reservations Agent or Receptionist in a similar hotel environment.