تفاصيل الوظيفة

Overview:

The Reservations Clerk will provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

Key Duties & Responsibilities:

• Maintain complete knowledge of:
  • a) All hotel facilities/services, hours of operation.
  • b) All guest room layouts, bed types, decor, appointments and locations.
  • c) Room availability for any given day.
  • d) Restricted dates, rates and room types.
  • e) All room rates, packages and promotions.
  • f) Specific arrangements between hotel and travel agencies, corporate reservations center.
• Access all functions of the computer system.
• Process all reservation requests, changes and cancellations received by phone, fax, mail, internally and through corporate reservations center or travel agencies.
• Describe room accommodations and all amenities.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system.
• Verify availability.
• Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
• Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
• Verify all reservation information with guest to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
• Document all information for manual reservations on designated form.
• Input all manual reservations into the system.
• Process confirmation letters.
• Set up group room blocks in the system.
• Book group reservations against the room block.
• Input group rooming lists.
• Monitor group cut-off dates and review with Sales or group contact.
• Review group resumes and convey all pertinent information in the system to appropriate personnel.
• Monitor and maintain wait lists daily.
• Compile and maintain information for daily/weekly/monthly reports.
• Review status of assignments and any follow-up action with on-coming Agent.
• Coordinate group reservations with hotel manager
• Coordinate arrivals/departures with the Housingkeeping department
• Coordinate with F&B Department 

Education, Skills and Experience

• Jerusalem ID Holder a must
• BA 
• guest/customer relations experience, preferably in a hospitality environment
• Strong working knowledge of relevant computer software including MS Office and booking and payment systems.
• Experience with (Optima Reservation System)

Key Competencies and Qualities

• Attention to detail and accuracy
• Ability to multitask and prioritize
• Professional appearance and attitude
• Effective verbal and written communication skills
• Ability to handle stress and stay calm under pressure
• Team work
• Flexible regarding work schedules
• Ability to respond appropriately to diverse customers and guests
• Arabic , English , Hebrew are required