THE FAENA CULTURE

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

 JOB OVERVIEW

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

DUTIES AND RESPONSIBILITIES 

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Access all functions of the computer system.
• Set up work station with necessary supplies and resource materials.
• 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 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.