Key Responsibilities:
Operations
 Handles reservations emails (new booking, existing booking, enquiries, etc.) ensuring utilisation of and
adherence to the Quality guidelines as required by Clients.
 Ensure all guests are aware of operational policies – credit card, cancellations, car parking and check
in/check out times, etc.
 Ensures all emails are handled with efficiency and accuracy within the shift.
 Ensure complaints received are either handled appropriately or escalated to the correct
department/person where necessary.
 Ensure Standard Operating Procedures are adhered to with utmost diligence.
 Vigilant yield management - sell within rate ranges and ensure the highest rate achievable is sold. Sell
peak rates at every available opportunity. Sell from the highest room category down on every enquiry.
 Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events
or opportunities.
 Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets.
 Sell all rooms at a rate that maximises owner returns and management commission and upsell property
facilities (parking, breakfast, transportation arrangements, etc.
 Track sales promotions/advertising in CMS as required & advised in Promotional Advice.
 Ensure all marketing information (source, region, market segment and origin fields) are entered correctly
to ensure the effective tracking and reporting of the information required.
 Send daily report to supervisors of all statistical information as required in the policies and procedures.
 Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications.
 Carry out any additional duties as required by the Floor Manager, Call Centre Operations Manager,
Revenue Managers or Group Director of Revenue.
 Enter confirmed reservations into CMS, ensuring all Guest Information & Data Fields are accurate.

Communication
 Ensure that communication with customers, employees and others is honest, open and professional
 Communication with Hotel Managers and Head Office departments on a regular basis as appropriate.
 Foster a harmonious relationship between properties and the Central Reservations Office.
 Notify the Floor Manager, Call Centre Operations Manager, RMs or GMR of any issues immediately as
they arise and provide appropriate solutions.

Health and Safety
 Take reasonable care for your own health while at work and ensure that your acts or omissions do not
adversely affect the health and safety requirement of the account.
 Cooperate with any health and safety regulations in the workplace.
 Be familiar with all emergency procedures, operate pursuant to them and attend training as necessary.
 Be vigilant of hazards and risks within the workplace that could cause harm, immediately advise the
Floor Manager/Call Centre Operations Manager so they can take steps to remove or reduce the risk to
workers.
 Ensure all injuries, accidents or near miss incidents are reported to the Floor Manager/Call Centre
Operations Manager and other relevant departments on the Incident Report as soon as practicable.
 Support all approved return to work and rehabilitation programs.