AddressCompany Description
We are 'relentlessly guest obsessed' at Novotel. Everything we do, we do to help our guests feel welcome and valued and to give them the best experience possible.
Novotel Darwin CBD is a 140 room hotel, including a 90 seat restaurant, central atrium gardens with bar & two conference rooms. We are located in the heart of the CBD on the Esplanade overlooking the beautiful Darwin Harbour.
- Responsible for individual and group reservations
- This also includes the management of group blocks relating to inventory, payment and group setup
- Handle enquiries for individual and group bookings via email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe. • Handle any other department issues related to individual reservations (follow up on prepayment, routing, vouchers…)
- Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
- Manage payments, cancellations, rooming lists and terms and conditions. • Maintains a precise filing system for all Group reservations and correspondence.
- Handle guest complaints and enquiries in an efficient and professional manner
- Ensure a clear line of communication with other departments for special requests or other reservation-related matters.
- Ensure Accor brand and company standards are implemented and updated. • Ensure security and safety procedures are updated and implemented.
- Promote positive working environment by developing positive team spirit. Customer Relations
- Provide efficient, friendly and professional service to all guests, making all guests experience positive.
- Take a positive problem solving approach with guest problems and concerns, call the Manager on Duty if difficulties arise.
- Actively sell and promote, hotel facilities and services
Qualifications
- Preferably has 1 or 2 years' experience in a customer service or telephone contact position.
- Knowledge of reservation in hospitality industry and distribution tools.
- Computer literate: desktop applications and internet.
- Fluent in written and spoken English, and other international languages will be advantages.
- Hospitality or related education background.
