Tuti Masaba

• Process and confirm guest room reservations made by clients on the phone, letter or fax
• Input all reservations into the computer, recording all pertinent information and attend to inquiries, complaints and requests regarding reservations
• Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
• Show complete product knowledge, understand rate structure and apply rate management
• Maintain established filing system for all correspondence and collate reports as required by Reservations Manager or Supervisor
• Promote and maintain good public relations and endeavors to maximize business
• Maintain an accurate room status at all times
• Ensure all incoming calls are answered as per the Rotana standards, information received by fax is

-Receiving incoming and external calls as per Rotana standard.
-Receiving guests requests and and sending through FCS to respective departments and following up.
-Receiving guests wake up calls and recording in the system.
-Receiving guests emails, replying and delivering messages to the guests rooms accordingly.
Room.
-Receiving more than 400 guest complains and handles them professionally through reporting to my direct Supervisor or Manager.

-Maintain effective communication with all related departments to ensure smooth service delivery.
-Handle every query in a polite and courteous manner and exceed guest expectations.
-Maintain an awareness of guest profile through Opera guest profile system.
-Maintain an up to date knowledge of the hotel and local services.
-Ensure proper operation of the switchboard resulting in fast an efficient transferring of internal and external calls.
-Ensure guests are greeted by name upon calling as per the rotana standard.

•Perform tasks as per instructions from the immediate supervisor and as per duty schedule
•Directly involved in the order taking and order placing process while dealing with guest requests and orders,
courteously, efficiently and promptly
•Know all menus and on going promotions in the outlet by heart and gives recommendations to guests upon request
•Ensure proper appearance and grooming while on duty
•Answer the Room Service telephones, if and when required
•Make himself / herself familiar with all relevant issues concerning the Room Service
•Report cleanliness and maintenance issues to the immediate supervisor
•Attend regular training session in line with the departmental SOP's i.e. guest care, product knowledge, grooming
standards, telephone manners etc
•Flexible to work in other areas when required by the immediate supervisor
•Familiar with the company's internal policies and safety procedures and carries out other related tasks entrusted by
the Room Service Manager from time to time.

• Deliver the company experience for guests.
• Work with the hotel team to create the company experience for the guests
• Create an environment for the guests designed to stimulate all senses through personal services, amenities and experience.
• Follow-up with guests with additional services that enhance the guest’s experience.
• Handle guest’s requests personally or refer as appropriate.
• Demonstrate the hotel values when providing services and teamwork.
• Create luxury for all the senses by greeting and seating the guests.
• Welcome all the guests and make them feel at home.
• Take all room service orders quickly and courteously.
• Help servers provide service during busy times.
• Monitor all sweeps to ensure proper cleanliness.
• Handle customer inquiries and complaints.
• Maintain that all SOP’s applied room service are followed.
• Process customer bills promptly and accurately.
• Ring up bills accurately.
• Process room chargers immediately.
• Follows hotel cash and credit card handling policies.
• Attend all meetings and training at any time when called upon.