Feel Welcome Feel Valued
The Reservations Sales Agent shall steer the incoming room bookings in accordance with the hotel’s service objectives and procedures so that RevPar is optimized.
Assist guests and ensure their stays at Sofitel Kunming Hotel is comfortable and an experience to remember.
Handles inquires and bookings in accordance with the department’s routine.
Ensures that the hotel product knowledge and service been high understanding so that explain and sell hotel service and facilities.
Records and processes in-coming reservations, Receive and confirm all guest room reservations.
Take and processes reservation requests received by phone, email, fax etc. send confirmations.
Answer enquiries about hotel services and facilities; Answers questions on rates and room type available, ensures all guest requests are responded to immediately, provide guests with the most accurate and up to date information at all times.
Be aware of rate changes/ special offers/promotions/close out dates.
Monitors reservation levels and inform managers on current and future occupancy rates.
Maintains high level of telephone skills to meet hotel standard.
Assist in creating maximum efficiency within the department.
Answer complaints regarding reservations and refers problems to reservation supervisor.
Demonstrates professional attitude and behaviour at all times.
Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
Establish good public relations with all guests.
Follow-up “no-show” list and group wash-down daily.
To check arrival list, special notes and updated reservations, rates and special arrangement, VIP etc daily. Prepare reservation VIP list for the following day, crosschecks and hand to the DOSBD every morning.
To report regularly on happenings of the section.
Supervise all advance deposit and co-ordinate with the Accounts Dept. as per policies and procedures.
Provide services and information to guest that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way.
Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel.
Build a good working relationship with all colleagues and employees of the Hotel.
Be understanding and supportive, encouraging and helpful to all co-workers.
Ensure wherever possible that Ambassadors are provided with a work place free of discrimination, harassment and victimisation.
Treat complaints of harassment and discrimination promptly and confidentially.
Treat customers and colleagues from all cultural groups with respect and sensitivity.
Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
To be flexible and willing when asked to fill in any areas where needed to help in an emergency or difficult circumstances as assigned or requiered by Management.
All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
All ambassadors may be assigned to other duties in the hotel as and when required by business levels.