Guest Experience

Il y a 2 semaines

Zaventem, Vlaams-Brabant, Belgique Aviato Temps plein

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Ensure that all guest billings are prepared and mailed correctly and efficiently
To follow up on subsequent billings and effect collection of past due accounts
To prepare credit card billing, handle credit card queries and charge backs
To ensure that guest charges are filed properly and easy to trace back
To ensure that advance deposits are properly recorded

Scope:

To effect collections so that accounts outstanding are at a minimum and cash flow at the maximum.
Operate within Marriott and local policies guidelines.
Maintain a good business relation with guests
Work closely with the Front Desk, Reservations & Events and all Departments Heads

The main responsibilities and tasks of this task are as listed below, but not limited to these:

Verifying, monitoring, and reviewing all hotel revenue reports and night audit reports for correct entries, accuracy and correct coding’s.
Ensuring that daily revenues and settlements are in balance.
Summarizing revenue and settlement information in a specific format associated with the proper back-office chart of account numbers and descriptions.
Organize files and records in line with internal rules and policies and procedures
Further prepare various statistical, financial and accounting reports
Check and pay invoices related to Travel Agent Commissions of Sheraton Brussels Airport

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues and build trust.
Address guests' service needs in a professional, positive, and timely manner.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Arrange transportation (e.g., taxicab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Organize, confirm and process guest check-ins/ check-outs and adapt for any changes
Secure payment, verifying and adjusting billing as needed
Run daily reports, reviewing to see what needs to be communicated to the next shift’s staff