Job Overview
- Conducting and taking all reservations and operation of the systems in accordance with corporate standards. Conduct regularly quality control checks on all reservations both transient and group to ensure data accuracy.
- To ensure that all FIT and GROUP reservations are processed correctly within the specified time following department and hotel/brand procedure via daily monitoring of quality and consistency
- and maintain an up sell strategy based on room types that generate highest contribution margin. Initiate and conduct regular product knowledge sessions for Team members with particular emphasis on upselling
- Manage and coordinate all aspects of the transient & group inventory process using Opera. Ensure all new, revised and canceled convention room blocks are entered accurately and timely
- Manage and coordinate all aspects of guest inquiries, email, phone call etc
- Serve as liaison reservations desk to ensure efficient work flow, excellent customer service and communication on all aspects of the reservations procedures, operational issues, special events, etc.
- Provide customer service for reservations related guests complaints and provide feedback, if necessary, to the customer and other departments.
- Perform daily communication with the sales & marketing team as well as front office team.
- Defines precisely guest requirements and ensures that the guest services offered corresponds effectively to their requests.
- Provides after-sales service and in particular to ensure that the guest complaints are taken seriously and discussed with the respective departments if necessary. Ensures that all complaints are brought to the RSVN Manager/Director of Sales for immediate action.
- Confirms verbal booking in writing and transmits to customer via email/fax.
- Keeps a record on all potential clients and share profile to sales team in order to extend business.
- Attend credit meeting other meeting concern reservation function if required.
- Ensures that the invoicing effectively corresponds to all services agreed upon and rendered.
- Ensures that all clients have no negative credit references.
- Records and report all daily bookings, reconfirm bookings prior arrival to minimize cancellation / no show, daily report of history and forecast.
- Preparing commission report and recheck accurate data prior submit to finance.
- Submits production reports of hotel accounts on a weekly/monthly basis.
- Promote the hotel as often as possible through hotel confirmation letter and various resources marketing tools of the hotel.
- Ensure brand essentials and One rewards standards are met. Drive One Rewards and help to grow loyalty through signing up new members.
- Able to work varying schedules to reflect the business needs of the hotel i.e. public holidays, peak demand periods and etc.
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