Front Office - Reservation
POSITION:
- Ensure outstanding customer care at all times.
- Maintains a friendly, cheerful and courteous behaviour at all times.
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
- Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Follow standard operating procedures.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Adhere to company credit limit / floor limit policies.
- Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
- Operates the switchboard equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
- Cross Check all billing instructions are correctly updated
- Controls cash transactions and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Performs other duties as assigned, requested or deemed necessary by management.
- Ensure Front office logbook and hotel logbook is always updated and actioned upon.
- Ensures 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 Duty Manager /Front office manager
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Posizione:
Il/la professionista farà parte del team accoglienza e dovrà svolgere le seguenti attività:
- svolgere attività di check-in e check-out
- Garantire un'assistenza clienti eccezionale in ogni momento.
- Mantiene un comportamento amichevole, allegro e cortese in ogni momento.
- Risponde cortesemente e con precisione alle richieste dei potenziali ospiti e accetta prenotazioni alberghiere.
- Risponde alle richieste telefoniche e di persona riguardanti prenotazioni, informazioni sull'hotel e preoccupazioni degli ospiti.
- Utilizza tecniche di vendita suggestive per vendere notti in camera, aumentare l'occupazione e le entrate.
- Seguire le procedure operative standard.
- Risolvere i problemi dei clienti, reclami, problemi in modo rapido ed efficiente per mantenere un elevato livello di soddisfazione del cliente e un servizio di qualità.
EDUCATION:
Computer Knowledge and experience in MS office programs.
Knowledge of Opera is required.
EXPERIENCE:
Minimum a years work experience as Front Office Associate / Front office cashier in a hotel.
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Requisiti:
Il/la candidato/a dovrà:
- avere esperienza pregressa nel ruolo di almeno un anno
- avere un'ottima padronanza della lingua inglese. la conoscenza di un'ulteriore lingua è considerata un valore aggiunto
- aver avuto esperienza in contesti quali: agenzie di viaggio, tour operator, mondo Hotellerie (anche all'estero) è preferibile
- conoscere il Pacchetto Office
- conoscere il gestionale Opera
A positive attitude and excellent communication skills. Experience of motivating and leading a winning team. Ability to remain calm whilst under pressure.
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- Gestione dello stress
- Lavoro di squadra
- Comunicazione
We also offer:
Fair and safe working conditions
Internal and external development opportunities
International character
Basic and advanced training opportunities
Training on the job – internal training and development opportunities
tourist conventions
corporate welfare
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Ambiente di lavoro collaborativo e stimolante, formazione continua, convenzioni turistiche e welfare aziendale.
for candidates extra Ue is obbligatory the residence permit.
