Rosewood Hotel Group Página de inicio

OVERVIEW/BASIC FUNCTION:

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

RESPONSIBILITIES:

·        Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

·        Ensure that standards are maintained at a superior level on a daily basis.

·        Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

·        Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

·        Maintain positive guest relations at all times.

·        Resolve guest complaints, ensuring guest satisfaction.

·        Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

·        Maintain complete knowledge of:

·        All hotel facilities/services, hours of operation.

·        All guest room layouts, bed types, decor, appointments and locations.

·        Room availability for any given day.

·        Restricted dates, rates and room types.

·        All room rates, packages and promotions.

·        Specific arrangements between hotel and travel agencies, corporate reservations center.

·        Entertainment/special events scheduled in the hotel.

·        Access all functions of the computer system.

·        Set up work station with necessary supplies and resource materials.

·        Answer telephone calls within three rings, using correct salutations and telephone etiquette.

·        Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.

·        Ascertain callers' needs through open-ended questions.

·        Describe room accommodations and all amenities.

·        Obtain all designated information to book a reservation.

·        Accommodate special requests and designate such in system.

·        Access guest history records to best service guests; maintain accurate information in guest history files.

·        Maximize rate for all reservations.

·        Promote and sell holiday and other packages to callers requesting reservations on designated dates.

·        Assist callers with dining room reservations and amenity orders.

·        Verify availability.  Suggest alternate dates for sold-out dates.

·        Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.

·        Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.

·        Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process

·        advance deposits.

·        Verify all reservation information with caller to ensure accuracy.

·        Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).

·        Document all information for manual reservations on designated form.

·        Input all manual reservations into the system.

·        Obtain approval from Front Desk management for same day reservations on near sell-out dates.

·        Process confirmation letters.

·        Designate and apply appropriate travel agency commissions.

·        Initiate deposit refunds for non-group reservations.

·        Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.

·        Create individual files and group masters with designated information for each group booking received from the Sales

·        Department.  Update changes received from Sales.

·        Set up group room blocks in the system.  Book group reservations against the room block.

·        Input group rooming lists.

·        Monitor group cut-off dates and review with Sales or group contact.

·        Review group resumes and convey all pertinent information in the system to appropriate personnel.

·        Monitor and maintain wait lists daily.

·        Process requests for mailing brochures, correspondence and package information.

·        Compile and maintain information for daily/weekly/monthly reports.

·        Review status of assignments and any follow-up action with on-coming Agent.

·        All other duties as required.

QUALIFICATIONS:

·        Experience: Minimum one year’s experience as a reservations agent, preferably for a luxury or ultra-luxury hotel.

·        Education:   High school diploma.

·        General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

·        Technical Skills: Ability to suggestively sell; ability to input and retrieve information from the hotel reservations system.

·        Language:    Required to speak, read and write Japanese as well as English, with fluency in other languages preferred.

·        Physical Requirements: Must be able to exert physical effort in transporting heavy objects, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

·        Licenses & Certifications:      None required.

概要／基本機能

客室の予約、変更、キャンセル、インフォメーションに関するすべてのリクエストに迅速、丁寧かつ効率的に対応する。

責任

- 部門のポリシー、サービス手順、基準を完全に把握し、遵守する。

- 日常的に優れた水準が維持されていることを確認する。

- 機器の正しいメンテナンスと使用に関する知識を完全に維持すること。 意図した通りにのみ機器を使用すること。

- どんなに忙しくても、どんな時間帯でも、ゲストのニーズを予測し、迅速に対応し、すべてのゲストを認めること。

- 常にゲストとの良好な関係を保つこと。

- ゲストの苦情を解決し、ゲストに満足してもらう。

- 担当エリアの清潔さ、衛生、整理整頓を監視し、維持すること。

- 以下の知識を維持すること：

- すべてのホテル施設/サービス、営業時間。

- 全客室のレイアウト、ベッドタイプ、内装、予約、位置。

- その日の空室状況。

- 宿泊制限日、料金、客室タイプ。

- すべての客室料金、パッケージ、プロモーション。

- ホテルと旅行代理店、企業予約センターとの具体的な取り決め。

- ホテルで予定されているエンターテイメント/特別イベント。

- コンピューターシステムの全機能へのアクセス。

- 必要な備品や資料をワークステーションにセットアップする。

- 正しい敬語と電話エチケットを使い、3回以内に電話に出る。

- すべての予約リクエスト、変更、キャンセルをこなす。

The resort’s 55 villa accommodations will feature private pools, landscaped gardens and unobstructed sea views. Conceived by Netherlands-based Studio Piet Boon, the architecture and interiors are seamlessly designed to immerse guests in the natural surroundings and express harmony with the island through the extensive use of local materials. Mitsubishi Jisho Sekkei Inc. is providing local architectural expertise and support in realizing the design vision. Four restaurants and bars will include relaxed beachfront concepts showcasing fresh seafood, prized island-raised beef, locally distilled spirits and craft beer. With a stunning seascape as a backdrop, the resort’s indoor and outdoor event venues will host unforgettable destination weddings and private celebrations. On-site recreation will include a standalone Rosewood Explorer’s Club, Rosewood’s program for younger guests designed to inspire creativity and imagination, encourage adventure, discovery and social responsibility through unique experiences attuned to the destination. Asaya, Rosewood’s pioneering integrated wellness concept, will offer treatment rooms set amid private gardens, indoor and outdoor hydrotherapy facilities and a menu of programs and services influenced by local healing traditions. Beyond the resort, guests will discover an abundance of vividly picturesque sites, from the majestic natural stone arch of nearby Sunayama beach to the perfectly poised lighthouse at Higashi-Hennazaki Cape (a nationally designated “Place of Scenic Beauty”) and the seven-kilometer stretch of Yonaha Maehama, regularly ranked as Japan’s best beach and renowned for its cinematic sunsets. Even a brief sojourn will reveal distinctive customs, culture, dialects, cuisine and crafts as well as the beguiling ways of the Okinawan uchinanchu (“sea people”) who inhabit the island.