MAIN RESPONSIBILITIES 

Duties  

• Handle enquiries for events via email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe
• Take every opportunity to increase hotel revenues by upselling food and beverage and rooms 
• To create and carry out the preparation of the function sheets and any amendments to them. To ensure that these amendments are issued to the head of departments 
• Manage and work within a variety of budgets and ensure events are always profitable 
• Ensure a prompt input of reservations and data for all group enquiries & bookings 
• Ensures a clear line of communication with other departments for special requests or other reservation-related matters 
• Clear communication with all staff in relation to all group related topics 
• Ensure Accor brand and company standards are implemented and updated 
• Ensure security and safety procedures are updated and implemented 
• Promotes positive working environment by developing positive team spirit 
• Providing outstanding customer service 

Customer Relations 

• Provide efficient, friendly and professional service to all guests
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive; call the Manager on Duty if difficulties arise 
• Work together with trust so that colleagues and management meet the goals of the department/Hotel 
• Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency 
• Take every opportunity to be a “salesperson” by actively selling special promotions and facilities available within the Hotel 

NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.