Guest Relation Officer

Responsibilities

• Respond to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, and fax or through a central reservation system. Create and maintain reservation records by date of arrival and alphabetical listing; prepare letters of confirmation and promptly process cancellations and modifications.
• Track future room availability on the basis of reservations and help develop forecasts for room revenue and occupancy. Prepare the list of expected arrivals for the front office, assist in preregistration activities when appropriate, and process advance reservation deposits.
• Know the type of rooms the hotel has, as well as their location and layout. Be aware of all hotel package plans, including status, rates, and benefits. Update availability across all distribution channels such as GDS, OTA, and web booking systems.
• Process reservations by mail, telephone, fax, or central reservation systems referrals. Process reservations from the sales office, other hotel departments, and travel agents.
• Know the type of rooms available, their location and layout, and the selling status, rates, and benefits of all package plans.
• Understand the hotel’s credit policy and how to code each reservation.
• Create and maintain reservation records by date of arrival and alphabetical listing.
• Determine room rates based on the selling tactics of the hotel.
• Prepare letters of confirmation and communicate reservation information to the front desk. Process cancellations and modifications and promptly relay this information to the front desk.
• Understand the hotel’s policy on guaranteed reservations and no-shows. Process advance deposits on reservations.
• Track future room availabilities on the basis of reservations. Help develop room revenue and occupancy forecasts. Prepare the expected arrival list for front office use.
• Assist in preregistration activities when appropriate and monitor advance deposit requirements.
• Handle daily correspondence, respond to inquiries, and make reservations as needed. Ensure files are kept up to date.
• Maintain a clean and neat appearance and work area at all times. Promote goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees.
• Walk around with the client to ensure they secure the services they need. Gather information about areas of interest to target more clients in particular seasons.
• Make arrangements for clients’ travel programs. Be aware of all front office procedures and assist with reception duties when required.
• Be fully aware of and adhere to health and safety, fire and bomb threat procedures. Be willing to undertake any reasonable request made by management in other areas of the house.
• Open and close availability in all relevant GDS channels, IDS channels, and on the hotel website. Assist in configuring rates on the hotel’s property management system.
• Use proper etiquette at all times when communicating with guests and associates. Complete all tasks on the shift checklist in a timely and efficient manner. Maintain and market promotions and guest programs.
• Maintain a clean work area.