Groups and FIT Agent at Accor Hotel

Job Description

Position scope:

• The Groups and F.I.T Agent will exceed our guests’ expectations in planning and executing each stay with us while ensuring the best return value for the hotel. The Groups and F.I.T Agent is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel experience to come.

Responsibilities:

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
• Acts in accordance with the standards, conforms to the policies and procedures.
• Possesses full command of Opera and other Microsoft applications (necessary training will be provided).
• High communication skills verbal and written. Perfect use of English.
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Complies with all LQA Standards as well as SOP’s for their role.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and empowerment among all co-workers.
• Has an understanding of Groups - including cut off dates, blocking and booking policies and procedures.
• Manage and follow up on all deposit payments in line with the FIT and group terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest or group arrival.
• Together with Front Office, ensure that group billing checks are conducted daily, whilst groups are in house and accurate final group invoices are communicated to the client on departure.
• Attend PM/PQ meetings to clarify and discuss outstanding payments for group bookings as and when required, ensuring that follow up and payment is received.
• Maintaining a group’s spreadsheet, distributed weekly / monthly, providing group status updates for the financial year.
• Create and update all individual guest and party reservations. Drawing up of Party and Group Sheets with detailed information pertaining to each department - communicating these documents with the required notice prior to the group arrival. Ensuring that the hotel Operating system is updated with all details and information relating to the group.
• Every Group quote to be analysed and a detailed qualification of each group enquiry in terms of client requirements, needs analysis, benefit matching, competitor information, deciding factors, decision timelines, negotiations required, incremental spend in F&B and Spa.
• Actively manage group room blocks in terms of pick-up and wash, ensuring timely release of unused rooms. Daily follow-up of Inquiry & Tentative status groups according to the timelines provided to the client in order to effectively manage inventory.
• Issuing of group contracts, pro-forma invoices within the group terms and conditions. 
• Manage time split with individual Reservations and Group time ensuring that all duties are completed for each shift.
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations
• Perform other duties as and when required.

PIPELINE LEVEL

• Manage self.

LEVELS OF ACCOUNTABILITY

• Reporting to the Assistant Reservations Manager and Reservations and Revenue Manager

LEVELS OF RESPONSIBILITY

• Responsible for own performance

COMPETENCIES

• Calculations
• Analytical thinking
• Organizing
• Action Planning
• Service Orientation
• Flexibility and adaptability
• Strong attention to detail
• Admin oriented

Financial: Satisfied Shareholders

• To ensure that all quotes compiled are accurate and every attempt is made to secure the business for Cape Grace.
• Manage and follow up on all deposit payments in line with the reservation terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest’s arrival.

Customer Service: Delighted Customers

• Models the Organizational Values
• Matching the features and benefits of our product offering to ensure that we exceed our guest’s expectations.

Processes: Effective Processes

• To interact with Housekeeping, Front Office, Spa and Food & Beverage, where necessary, ensuring any new and relevant information is communicated between these departments and Reservations.
• Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
• Manage workload fairly, ensuring that our turnaround time is adhered to.
• Assist Individual and Group Reservations as/when necessary, with enquiry turnaround, call handling as well as shifts during low staffing periods.

Learning and Growth: Motivated and Prepared Workforce

• Coordinates departmental Induction programme to required standard.
• Assists with departmental training in collaboration with the Assistant Reservations Manager / Reservations and Revenue Manager as and when required.

Qualifications

SKILLS, EDUCATION, and QUALIFICATION REQUIREMENTS

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• Previous Experience in Reservations required.
• Proficiency in English (Verbal, Written, Reading)
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.

Demonstrated experience using:

• Opera Property Management System
• Microsoft Office Suite to at least Intermediate level
• Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.