Adekunle Oshifisan

• Maintains positive and cooperative relationships with internal teams, facilitating smooth
  cross-departmental collaboration. Demonstrates a
  helpful and approachable attitude that contributes to a supportive work environment.
• Handles group booking inquiries,
  providing timely responses and accurate information.
• Strong coordination with internal departments, actively communicates room blocks, rate
  agreements, and special requests with relevant teams to ensure operational readiness, to helps
  prevent overbooking and maximizes occupancy and revenue
• Adhere to and help implement department SOP's and ensure compliance from all sales team members.
• Consistently updates and manages group bookings, rooming lists, and changes accuracy, ensures that billing, reporting, and room allocations are handled seamlessly, contributing to a smooth guest experience.
• Ensures all group reservation
  requests are properly documented, quoted, and
  confirmed according to hotel standards to reduces booking errors and enhances guest satisfaction.

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• Have comprehensive understanding of departmental telephone standards and that calls are answered and handled in timely manner in accordance with departmental standards.
• Effectively maximizes room revenue by accurately managing group blocks and negotiating competitive rates Collaborates well with Revenue and Sales teams to optimize occupancy and yield management.
• Builds strong relationships with group clients through clear communication and personalized service, positively influencing repeat bookings and client loyalty
• Complete daily, and weekly arrivals checks, ensuring all group bookings and rooming list are entered in to system and have all necessary details including payment methods and back-ups, to ensure there are no issues upon check in.
• Follow up on traces on daily basis and action them accordingly.
• Maintains positive and cooperative relationships with internal teams, facilitating smooth
  cross-departmental collaboration. Demonstrates a helpful and approachable attitude that contributes to a supportive work environment E
• Ensure accuracy of reservation market codes according to company guidelines.
• Positively contribute towards departmental and hotel targets, objectives and budgets.

• Confirmed bookings via email or telephone, eliminating any miscommunications.
• Maintained up-to-date knowledge on hotel policies and discounts for informed responses.
• Supported front desk operations when needed; ensured smooth workflow.
• Managed high volume calls for booking and reservation purposes.
• Coordinate with other departments for seamless client servicing.
• Conducted calls professionally and politely to maintain excellent service standards.
• Dealt with high-volume calls and emails competently to meet service targets.
• Audit daily and weekly arrivals for proper billing, market code, segments, rate code, packages, special requests and preferences are well updated on booking prior to guest arrival.
• Manage booking extranet for updates, daily review and inventory management.
• Run daily no shows and cancellations reports charge accordingly
• Responded promptly to customer queries, ensuring satisfied clientele.
• Provided accurate information about availability and rates to prospective guests.
• Worked closely with sales team to maximise room occupancy to avoid overbooking and book-out rooms.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of hotel products, services.

• Conversant with facilities, service and special promotions offered by hotel and to pass this information on to guest whenever possibility arises in order to maximize hotel sales
• To provide hospitable service to standard laid down in operating procedure (SOP) manual
• Proactive and anticipate guest needs, to ensure all correspondence in connection with reservations and deal with accordingly
• Maintains positive working relationship with Central Reservations Office to ensure maximum occupancy and revenue targets are achieved
• Ensure all required reservations information are imputed into property management system, (Opera), at point of booking using reservation SOP procedures
• Takes payment or advanced deposits for group and individual bookings and update bookings accordingly to aid other departments operations smoothly
• Knowledgeable about of all rooms types, all their facilities and locations and offer alternative (iEDate, type of room) in case of non availability
• Worked in accordance with rooms and rate strategy, and ensure that all SOP comply with any revenue/finance audit
• Developed and maintain good working relationships with all departments in hotels and willingness to take on additional responsibilities when necessary
• First point of contact with guests, travel agents or other third-party partners ensuring that any disputes are resolved in efficient and professional manner
• Responds positively to all sales enquiries to convert enquiries into future booking
• Provides guests with good knowledge of hotel facilities, public areas, restaurants and bedroom types, upselling where possible either on telephone, emails or walk-in guest
• Makes considered and throughout booking and allocation decision based on availability and knowledge of prevailing market conditions

• Answer to guest all requests about the hotel services, different room categories and alternatives, rates queries, special promotions through telephone and e-mail
• Stay updated with facilities, service and special promotions offered by the hotel and communicate professionally while attending to guest enquires in order to maximize hotel sales
• Ensure all room reservations are imputed into opera PMS professionally capturing correct guest profile, market segments, booking source, rate code reservation type, payment mode, billing information, room vs RTC, comments, entitled package at the point of booking
• Update all existing and new categories of room reservations: individual, group, corporate, government, local Travel Agent booking and OTA (Expedite, Hotels.com agoda, trip advisor, bookings
• Com, accordingly either through a telephone or email request inline withstandards operating procedures manual
• Respond to all guest requests in a professionally and hospitable manner to laid down standards operating procedure (SOP)
• Performs daily reservation arrival audits prior to all guest arrival and check-in time to ensure seamless process at the front office eradicating payment instructions delays, special requests/packages
• Fully aware of all rooms types and all their facilities and locations
• Able to offer an alternative (i
• E
• Date, type of room) if cannot provide what guests require
• To work in accordance with the rooms and rate strategy, and ensure that all SOP comply with any revenue/finance audit
• To develop and maintain good working relationships with all departments in the hotels especially front office, Housekeeping, Accounts
• Performs all other functions as requested by Reservation Manager such as not limited to profile merging, creating rate code, No show and late cancellations charges, run other reservation audit reports, group bookings uploading, front desk activities, sales&marketing, handling corporate account, to sync all missing online bookings with opera using PMS interface
• Perform to meet expected KPIs and conversion targets set by management
• Maintaining a professional and positive work ethic
• Delivering excellent guest service on the phone to all guests
• Achieving monthly targets set by the business
• Dealing with multiple restaurants as assigned by manager
• Maintaining knowledge of sites, offerings, and company values
• Being positive and responsive to any guest's requests
• Maximizing business opportunities in line with guest experience
• Informing supervisors and managers of any complaints/comments/perceived issues from guests and deal with where appropriate
• Being flexible to carry out any other reasonable duties and responsibilities within the job capability assigned as per the business needs
• Work alongside events team to ensure you pass on enquiries that reservations team are unable to accommodate but events may convert

• Performs efficient and friendly check-in and checkout procedures in avoiding guest delays
• Manage all bills and payments correctly during guest arrivals and departures
• Ensures guests are aware of hotel amenities, promotions, packages and discounts options available to them to make their stay memorable
• Anticipating and achieving positive outcomes from guests' requests, enquires and complaints as laid down in standard operating procedure(SOP) in timely and efficient manner
• Updates Front Office Manager supervisors and duty Managers are kept fully aware of all relevant feedback from guests for proper followups
• Operate switchboard and assisting with guest inquiries about hotel
• Assisting reservations department with taking walk-in and phone reservations
• Collaborating and communicating with other internal departments in making guest feel home away from home
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities at available opportunities
• Comply with hotel security, fire regulations and all health and safety legislation