Site / Location : IBM Plaza Eastwood City 

Client / Campaign : AU client 

Main Duties and Responsibilities 

The duties and responsibilities are detailed but not limited to: 

Operations 

• Handles reservations calls (new booking, existing booking, enquiries, etc.) ensuring  utilization of and adherence to the Quality guidelines as required by Clients. 

• Ensure all guests are aware of operational policies – credit card, cancellations, car parking  and check in/check out times, etc.  

• Vigilant yield management – sell within rate ranges and ensure the highest rate achievable is  sold. Sell peak rates at every available opportunity. Sell from the highest room category down  on every enquiry.  

• Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as  yield events or opportunities.  

• Focus on the conversion of booking enquiries to achieve occupancy and average rate  budgetary targets. 

• Sell all rooms at a rate that maximizes owner returns and management commission and upsell  property facilities (parking, breakfast, transportation arrangements, etc.  

• Monitor all parked reservations in RMS for assigned property – shuffle the reservations chart  & allocate rooms where possible + hold rooms where necessary.  

• Track sales promotions/advertising as required & advised.  

• Ensure all marketing information (source, region, market and origin fields) is entered  correctly to ensure the effective tracking and reporting of the information required.  

• Send daily / weekly report to your manager of all statistical information as required in the  policies and procedures.  

• Monitor Personal Inbox for policy/process updates, action items, promotions & internal  communications.  

• Carry out any additional duties as required by the Floor Manager, Revenue Manager or Chief  Commercial Officer. 

• Enter confirmed reservations into RMS, ensuring all Guest Information & Data Fields are  accurate.  

• Assist guests on self-check-in kiosks after hours. 

• Handles Airbnb enquiries and communication process coordination.

Communication

• Ensure that communication with customers, employees and others is honest, open and  professional  

• Communication with Hotel Managers and Head Office departments on a regular basis  as appropriate.  

• Foster a harmonious relationship between properties and the Central Reservations  Office.  

• Notify the Floor Manager, Revenue Manager, Chief Commercial Officer of any issues  immediately as they arise and provide appropriate solutions.  

Essential Skills and Experience 

Work Experience:  

• Hotel Reservations or Central Reservation Experience required 

• Customer Service, Sales or Hospitality experience preferred. 

Technical Skills:  

• Good Knowledgeable of Computer applications; 

• Proficiency with MS Office applications (i.e. MS Word, Excel); 

• Hotel Property Management Systems experience; 

• RMS 9+ Cloud experience is beneficial but not essential.  

Knowledge, Skills and Other Competencies: 

• Verbal and written communication skills;  

• Flexibility with changing work schedules and working hours;  

• Customer centric;  

• Problem-Solving skills; 

• Decision-Making skills; 

• Analytical skills; 

• Efficiency; • Ability to multitask.

Key Performance Indicators (KPIs) 

• Revenue 

• Conversion 

• AHT 

• Productivity 

• Attendance  

• Quality