Rezervasyon Görevlisi

Raffles Otel

Special Note:
The attached key areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

• Understand the key principles of Pricing Strategies.
• To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
• To have complete understanding of the Hotel’s Employee Handbook and adhere to the regulations contained within.
• Be fluent on all hotel products and services.
• Be fully conversant with all market segments and rate plans used across all distribution channels.
• Complete understanding and effective execution of Opera PMS.
• Complete understand and effective use of the Hotel’s telephone system


• Foster Raffles Family’s Values (Passion, Excellence, Fun & Family)
• Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• Always acknowledge and greet guests in a prompt, friendly, professional and genuine manner.

• Speak clearly when you are addressing your guests as FRIENDS.
• Make FRIENDS at ease by always wearing your RAFFLES SMILE; friendly genuine smile and a happy attitude at all times.
• Go the extra mile to make sure every guest’s expectations are not just met, but exceeded.
• Arrive on time for your shift properly dressed.


• Performs any other duties as assigned to him/her by management.
• Utilize effective up selling techniques
• Be flexible in sales technique through offering the right product to the right guest at the right time
• Responsible for effective implementation and compliance with Reservation & PBX Standards
• Handle faxes and emails pertaining to rooms reservations
• Handle the telephone traffic to other departments.
• Handling guest requests & complaints on the phone, divert them to the related departments when necessary.
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database and to merge profiles
• Ensure market segmentation is accurate for each reservation
• Follow up cross-sell opportunities including dinner, spa, welcome service.
• Follow up and practice all Reservations & PBX SOP details in the line of all standards.
• Achieve personal goals that are assigned by the management team.


• Improve leadership skills with related training given by Talent & Culture or Reservations management team.