We are looking for someone to manage and coordinate the activities of the reservation team members providing reservations and customer services skills, while achieving customer satisfaction, room revenue goals and taking guests through the booking process, including:
- Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
- Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
- Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
- Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.
- Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
- Assists and prepare in groups pre-arrival process and also preparing group rooming lists.
- Maintains a clean and organized work area.
- Attends all scheduled meetings as required with HOD's or Sales team.
- Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.
- Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.
- Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.
- Adjust rates according to suggestions from Revenue management systems.
- Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
- Verify if each reservation requests are processed as per the hotel standards and without delay.
- Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
- Process retentions, no-show and cancellations as per the hotel policy and procedures.
- Handle any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
- Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.
- Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
- Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.
- Train newly recruited reservation staffs in taking reservations, telephone etiquettes, reservation module on hotel software and processing emails.
REQUIREMENTS:
Excellent communications skills and extremely organized. Service Orientation i.e., actively look for ways to help people. Ability to work with multiple systems and applications like spreadsheets, databases, work processing, property management software's, Booking engine, OTA Extranets, Yield management systems and computers.
EDUCATION:
3-year diploma or 4-year Degree in Travel Industry or closely related discipline and/or equivalent combination of education and experience.
EXPERIENCE:
Previous experience in reservations, or two years' experience in front desk operations. The successful candidate is likely to have a passion for customer service, excellent communication skills and good levels of written and spoken English.
