· Assists in monitoring and managing the reservationist team to ensure excellent customer service · Contributes globally to guest satisfaction through the quality of his/her work and exemplary behaviours · Maximize occupancy by ensuring high conversion of enquiries into bookings. · Supervises, monitors calls, coaches, counsels, trains, disciplines and reviews reservation agents · Evaluates Reservation Agents' performance and productivity to insure they meet service level goals · Make sure to provide an excellent introduction to the Hotel and its services with regards to the information given about the hotel and surrounding area · Ensures that administrative procedures never take priority over guest relations · Takes into account and anticipates guests' needs 10 Deals swiftly, efficiently and sensitively to guest complaints that cannot be settled directly by team members and follows through · Conveys the brand and hotel image through his/her irreproachable attitude · Helps increase guest loyalty through quality of service · Ensure all documents are filed properly and files are labelled clearly14Provide daily, weekly and monthly reports as required · Lead the team to deliver the best Service possible · Develops employees' motivation and team spirit by creating a good working atmosphere · Integrates and trains employees, providing support for skills development · Ensures that employees are well presented (uniforms, personal hygiene etc.)
