Group HousingBilling Executive The Cape Town EDITION Hotel (Pre-opening)

POSITION SUMMARY

Assist hotel group guests to ensure a successful event by being the housing and billing contact from pre-arrival through departure; providing excellent service and hospitality following the brand guidelines. Process all reservation requests changes and cancellations received by phone fax or mail. Identify guest reservation needs determine appropriate room type and verify availability of room type and rate. Explain guarantee special rate and cancellation policies to callers. Accommodate and document special requests. Set-up proper billing accounts (i.e. share-with room/tax/incidentals tax exempt direct/special billing and group bookings) according to accounting policies. Prepare review and issue bills invoices and account statements according to company procedures. Provide excellent service to both internal and external customers. Ensure compliance with standard and local operating procedures (SOPs and LSOPs). Work closely with various departments and outside entities to achieve successful groups from pre-arrival through final bill.

Follow all company and safety and security policies and procedures; ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information and protect company assets. Report all accidents injuries and unsafe work conditions to the manager. Welcome and acknowledge all guests according to company standards anticipate and address guests service needs assist individuals with disabilities and thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats. Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others support team to reach common goals and listen and respond appropriately to the concerns of employees. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Speak to guests and co-workers using clear appropriate and professional language.
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats (e.g. small print).
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

• Accommodate and document special requests in an accurate and efficient manner.
• Verify all reservation information with callers to ensure accuracy.
• Assign confirmation/cancellation numbers and clearly relay this information to callers giving them the option of emailing and/or faxing these numbers.
• Explain guarantee and cancellation policies to callers.
• Answer guest questions about property facilities/services (e.g. hours of operation room availability restricted dates rates and room types packages promotions entertainment restaurants special events).
• Describe room accommodations and benefit feature sale amenities to guests.
• Communicate information regarding designated VIP reservations including VIP name company and title to upper level management.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Identify repeat guests using appropriate codes.
• Use sales techniques when assisting guests in making reservations including personalizing calls obtaining complete guest needs suggesting alternate dates or directing guests to sister properties on sold out days.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information including enrollment in Marriott Rewards program.

Reservation Processing

• Process all reservation requests changes and cancellations received by phone fax or mail.
• Verify availability of room type rate and occupancy before confirming any reservations.
• Input and access data in reservation system by entering correct information into proper fields including Marriott Rewards number and asking for travel agency IATA and FIT numbers (i.e. flags comments guest messages).
• Inform guests of rules and regulations regarding qualifying rates (e.g. government and special corporate rates and discounts).
• Indicate special room reservation types (e.g. complimentary rooms employee discounts travel agent inspection rates and wholesale reservations) by inputting the correct code and rate into the reservation system.

Inventory/Rooms Control

• Oversee accuracy of room blocks and reservations.
• Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact Sales Department or Front Desk.

Group Reservations

• Input group rooming lists using reservation systems (e.g. MARSHA Fidelio OPERA).
• Keep organized files of all groups for easy and accurate reference for an event.
• Revise room blocks in the reservation system (e.g. MARSHA Fidelio OPERA) to maintain the required number of available rooms after rooming lists are entered.

Reservation Billing

• Set-up proper billing accounts (i.e. share-with room/tax/incidentals tax exempt direct/special billing group bookings) according to Accounting policies.

Analytical Skills

• Computer Skills
• Learning

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Interpersonal Skills

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Listening
• Communication
• Applied Reading
• Writing

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor

Organization

• Detail Orientation
• Time Management
• Multi-Tasking

Sales

• Typing

PREFERRED QUALIFICATIONS

Education

Matric

Related Work Experience

At least 2 year of related work experience

Supervisory Experience

No supervisory experience is required