About the Function

To handle all Room Reservations inquiries pertaining to rates/packages/promotions through the telephone, fax, email & internet in a timely manner and as per the set standards in line with the department mission of maximization of customer satisfaction and revenue generation for the department and company.

What You Will Need To Succeed

• Minimum 1 year experience working in Rooms Reservations preferably with call centre experience
• Minimum of a high school diploma is required / College degree in Hotel Management or a related field is preferred 
• Certificate in Telephone Skills and Customer Service will be an advantage
• Excellent skills in Sales and Administration
• Good knowledge of computer and business English

Performance Driven Culture; What Will You Be Measured Against

• Operational Performance – Ability to handle the tasks assigned, speed of execution, level of details and understanding of guest requirements. 
• Financial Performance – Knowledge about financial goals and targets, achievement of individual and team targets.
• Quality Performance – Knowledge on systems, products, new offers and packages. Assessment of individual and team on the Quality KPI’s such as adherence to reservations telephone script, email etiquette, and other tools used to measure quality results.

Competencies

• Put Customer First
• Drive for Results
• Learning
• Resilience
• Adaptability