Group Coordinator

2 weeks ago

مصر, Egypt SOFITEL Full time

**Reservations Agent**
You are the beginning of an exceptional guest experience. As a Reservations Agent, you will make our guests feel welcome and reflect the exceptional experience the come when they arrive

**What is in it for you**:

- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies
- Opportunity to develop your talent and grow within your property and across the world
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

**What you will be doing**:

- To have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and ball rooms
- To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
- To maintain high level of guest telephone contact skills while promoting the Hotel, Restaurants, and the Spa through good selling and communication skills.
- To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
- To recognize potential clients and to transmit information to the Sales Department.
- To conduct a daily audit of tomorrows arrival file to ensure accuracy.To be well informed about special functions and events held in the hotel on a daily basis
- To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
- To promote the Accor loyalty programs and the hotel promotions.
- To respect the privacy of the guests and the confidentiality of the information.
- To report and manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it [ Following proper escalation procedures]
- To ensure that all reports are completed on a daily basis and filed for reference [ not limited i.e Rate Variance report, No show Report]
- To call the supervisor or manager for advice in serious cases or if an approval is required.
- To properly use the telephone etiquettes as per Sofitel standards.
- To ensure the accuracy of all booking information entered in the PMS.
- To maintain the Reservations files in an up to date and accurate manner
- To work closely with Front Desk and Events to maximize Guest Satisfaction
- To have a perfect knowledge of the hotel configuration and products, policy and procedures
- To be fully conversant with all market segment and rate plans, together with special rates and packages
- To maximize room revenues, and create additional revenue, by utilizing effective Upselling techniques.
- To liaise daily with the Reservation and Revenue Manager regarding business on the books and the strategy for the day
- To achieve Quality Tools and Yield Management performance.
- To ensure complimentary Forms are received from internal departments wherever applicable) and are filed immediately.
- To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements and to ensure budgeted Targets are met and exceeded
- Know the competitors and to gather information about their activities and sales.
- To provide updated reports and statistics to the Management and other
- Departments.
- To follow up on Room availability and rate charts on TARS and other booking systems / channels.
- To abide to Guarantee, Cancelation policies
- To achieve targeted scores in all Test Call programs assisting the Hotel to maintain its ratings [ not limited i.e LQA mystery shopper, Signature ]
- To maintain database for ATACS follow up.
- To follow a daily check-lists.
- To fulfill administrative tasks and filing.
- To be aware of and to follow emergency and security procedures.
- To respect key handling procedures.
- To respect Lost & Found procedures.
- To read and update logbooks.
- To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
- To maintain a clean and tidy working area at all times.
- To be updated with the latest administrative, organizational, operational or other changes and news.
- To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
- To respect schedules, terms and deadlines as agreed with the Management.
- To attend a daily line up briefing with the reservations team.
- To handle Travel Agent commission
- To handle Individual, companies and travel Agent payment
- Able to handle FastCom Accor commission Tool
- Manage Online Travel Agents ”OTA” Extranet Site responsiveness to Guest’s requirements and special requests
- Manage Wholesalers availability at the time of Peak Situation
- Update ANAIS Site with Company and Travel Agents Production on Monthly basis

**Your experience and skills include**:

- Guest focused personality is essential; experience is an asset
- Prior experience working with

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