Laila Ait El Hadj

(Pre-Opening Team)

-Convert inquiries into business.

-Respond positively to sales inquiries to develop future sales leads.

-Identify sales leads as appropriate.

-Respond to all guests in a highly professional manner.

-Ensuring all reservations are completed accurately.

-Provide prompt and efficient service while maintaining the hotels brand standards.

-Maintain the attitude, behaviors, skills, and values.

- Being passionate in delivering great customer service.

- Highly professional telephone manner and excellent

communication skills.

- Outstanding administration and organizational skills.

(Pre-Opening Team)

- Making sure that your work environment is healthy & safe.

- Attend the daily briefing without any failure for better operation.

- Read important emails, Promotional Emails before the start of the shift.

- Attending the Internal & External calls within 3 rings and emails by using Marriott standard.

- Sending daily morning reports to EXCOM/HODs (Reservations Entered + Cancellations Report).

- Generating Rate change report and share with the nance team.

- Checking Cancellations & No-show Report on daily basis.

- Making sure that the inventory is balanced for upcoming 7 days.- Check any last minute confirmed or amended bookings & International flight details in communicate it with the right department for the seaplane transfer arrangements. - Action & Close All GXP Open Marriott Cases in timely manner.- Check & Approve the pending CTAC Commissions Marriott System.

- Check & Respond to All OTA enquiries (Booking.com/Agoda/Expedia).

- Follow-up for the next day arrival pending traveling details (guests names, International flight details) & send confirmation letters for last night confirmed bookings.

- Follow-up for All the pending payments and accommodation deposit.

- Update the cancellations Sheet on daily basis & mention the reason of cancellation if there is any.

- To maintain high level of guest telephone skills while promoting the hotel, our restaurant and the spa through good selling and communication skills.

- To achieve an optimum level of end forecasted and average room rate to best yield revenue and to ensure budgeted targets are met.

- To be fully conversant with all market segment and rate plans, together with special rates and packages.

- To maximize room revenues, and create additional revenue, by utilizing effective Upselling techniques.

- To liaise daily with the Reservations and Revenue Manager regarding business on the books and the strategy for the day.

- To attend the daily Reservations Meeting with the events team to communicate results, ensuring the information is accurate at all times.

- To attend and participate in the monthly sales strategy and brainstorming meeting, reservations feedback meetings and other departmental activities as required.

- To deal with faxes, correspondence checking (VIP’s, regular guest, SPG’s…), group allocations, and to respond to guest requests on a daily basis. To use different selling techniques.

- To handle customer queries and complaints relating to the Reservations Department.

- To complete the free sale charts on a weekly basis for companies with rooms on allocation.

- To maintain a high standard of communication with all departments.

- To actively and consistently enroll Starwood Preferred Guest & Marriott Bonvoy Members to develop brand loyalty and to meet departmental targets.

- To actively enquiry for Star choice.

- Close All the GXP Cases & Approve the pending commissions through Marriott System.

(Pre-Opening Team)

- Receive guests calls in a professional and friendly manner.

- Maintain effective communication with all related department to ensure smooth delivery.

- Handle every query in a courteous manner and exceed guests expectations.

- Maintain an up to date knowledge of the hotel and local services.

-Being very knowledgeable about the hotel services & facilities.

- In room dining order taking.

-Maintain the guest wake-up call sheet and deliver calls accordingly on time and to the established standard.

- Ensure the proper operation of the switchboard, resulting in fast and efficient in transferring of internal and external calls.