ROLE RESPONSIBILITIES
o Support and assist selling tactics to drive ADR, repeat guest statistics and occupancy to meet hotel’s goals
o Assist with sales targets that are intuitive to the forecast and rates/room categories available
o Assist in the daily revenue targets and tactics to achieve hotel’s financial goals
o Embodies the hotel’s culture and high service standards, serving as the example of exemplary guest service while being focused, accurate and timely – demonstrating to the team how to exceed guest expectations, every interaction
o Create positive learning environment while focusing on quality and service
o Resolving prospective and current guest concerns pertaining, but not limited to; cancellations, deposits and rate restrictions
o Monitoring and analyzing rooms’ inventory utilizing yield management
o Achieving annual sales goals
o Manage Extranets and quickly resolve any discrepancies
o Perform at a high service level by maintaining call volume
o Monitor daily “sell” by working closely with the front desk
o Assist with answering and transferring internal and external telephone calls when demand requires to ensure timely and efficient service
o Be fully knowledgeable of rooms and services provided by the hotel – including amenities, outlets, special events, etc. – to ensure exceptional service and assist with internal calls
o Participates in front office pre-shifts to ensure knowledgeable of hotel events, group arrivals, VIPs, etc. and equipped to provide exceptional guest service
o Assists the front office with day to day operations including, but not limited to; answering phone calls, resolving guest concerns, and assisting at the front desk when needed