Education : Graduate of a 4 year College course
Communication Skills : proficient in verbal and written English
Soft Skills : excellent customer service, leadership and management skills;
critical-thinking and reasoning abilities;
ability to meet deadlines and multitask;
need to have excellent interpersonal and organizational skills and
administrative and communication skills
Capable of leading and motivating a team
Technical Skills : computer literate
Experience : With at least 3 years of experience in supervisory position in Customer Service or in Tourism industry
Personality : With pleasing personality and good moral character
Job Duties :
Handle all future reservations ( in the absence of the reservations clerk), matching the needs of the guests with those of the hotel
Process all transmissions of reservations, changes and cancellations
Understand the hotel’s policy on guaranteed, no show and confirmed reservations.
Answer all phone call promptly and in courteous manner.
Secure all required information to ensure that the guest has a pleasant say
Be aware at all time of the room status and rates of all hotel promotional package rates.
Process rooming lists for travel agency, conventions, conference and indicate special request for billing instructions.
Prepare welcome letters and FO staff schedule of three (3) towers.
Prepare progress billing of group bookings.
Understand the hotel’s reservations cancellation procedure.
Follow the designated procedures in handling VIPs.
Must be aware on how to handle all types of reservations such as guaranteed reservations, non- guaranteed, confirmed, advance deposit, travel agents (prepaid) corporate, individual and etc.
Prepare memos such as request for payment, refund, incentives and etc.
Ensure that all VIP’s and concierge level guests are pre-registered.
Monitor daily inventory and determine room availability.
Answer all incoming emails and letters that required by the clients.
Preventing common reservations problems and complaints
Train, cross train and retrain (when necessary) all front desk personnel.
Relieve post of desk clerk and cashier in their absence.
Be knowledgeable about all subordinate employees whenever necessary
Keep overtime hours to a minimum
Supervise workload during shifts.
Must be able to update hotel guest history.
Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled quickly, efficiently and courteously
Work with in the hotel budget (Monitor expenses), Practice aggressive selling techniques. Maintain continues control of the room rack to ensure maximum revenue
Ensure that all desk areas are neat and clean and that endorsement logbook is accurate.
Ensures that all keys are balance or complete and the end of the shift
Prepare daily, monthly and yearly reports required by the management
Act as officer in charge of the department in the absence of the F.O Manager
Assist F.O. Manager in conduction monthly meetings
To achieve F.O goals of profitability, efficiency and guest satisfaction