Reservation Clerk

Yotel

Position Overview

Candidate will be responsible from informartion - reservation desk which is located inside transit zone. Strong communication and sales skills needed in order to provide detailed hotel information and sell hotel products. Candidate should be able to speak fluently english and work with 8 hours a day, which is schduled 3 shifts included night shift.

The Pre-Arrival Crew maximizes brand awareness and revenue through intuitive customer care. Focuses on guest services and creative problem solving in an efficient, friendly and professional manner. The Pre-Arrival Crew reports directly to the Director of Revenue. All responsibilities shall be carried out in a timely, accurate, and professional manner, in accordance with YOTEL’s core values.

Major Duties & Responsibilities

• Greet and assist all guests entering the hotel, checking in at the Kiosks or Mission Control, and checking or retrieving their luggage
• Answer guest inquiries about restaurants, entertainment, local attractions, and other activities, in a timely and respectful manner.
• Possess knowledge of the community and area in which the hotel is located to assist guests with information on special events.
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Perform check-ins and checkouts and room change procedures in a confident, friendly, efficient, courteous and professional manner.  Ensure all dates are fully entered into the hotel’s system in accordance with reservation.
• Attend to guest complaints, inquiries, and requests and refer unresolved issues to supervisor or Manager on Duty in a timely manner.
• Report issues adversely impacting the guest experience or presenting business risk to manager or supervisor.
• Answer all phone calls promptly and knowledgeably, always ensuring to provide complete and accurate information.
• Respect the privacy and maintain confidentiality of guest information.
• Field incoming calls in a professional, friendly and efficient manner within brand standards.
• Respond to all emails within reservation in-boxes, customer service emails, and incoming faxes within the appropriate length of time.
• Proactively manage guests’ pre-arrival experience including utilization of the brand voice, revenue maximization, and enhancement of guest experience.

Skills/Qualifications

• Strong verbal and written communication skills; excellent listening skills; ability to comfortably and effectively communicate with people
• Possess high energy, positive disposition, professional presentation and a strong motivation.
• Strong ability to track actions and follow through on processes
• Excellent organizational and problem-solving skills; ability to effectively handle problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Ability to thrive and succeed in a fast-paced environment.
• Strong organizational and time management skills.
• Ability to work as a team player.
• Ability to maintain positive and professional demeanor while working under pressure.
• Solid computer skills including internet, IM, email, OPERA, Microsoft Word & Excel.
• Position requires flexibility in scheduling, must be able to work AM/PM/Night Shift, weekends & holidays.
• Uphold the highest standards of YOTEL Istanbul New Airport and business culture.
• Maintain a friendly & cohesive work environment with crew, internal departments & guests.