Job Responsibilities
• Process all reservations coming through by telephone, email on a daily basis.
• Know the selling status, rates and benefits of all package plans.
• Ensure all emails/enquiries/requests are attended to as necessary.
• To ensure all phone calls are picked up within 3 rings and with proper salutations.
• Ensure all bookings taken in consideration to the Revenue Management Strategy
• Understand booking systems such as ResaWeb & OPERA.
• Follow the Accor standard on how to make a new booking / amend / or cancel a booking.
• Encourage upselling opportunities to maximise revenue.
• Prepare letters of confirmation.
• Process advance deposits on reservations.
• Understand the hotel’s policy on guaranteed reservations and no-shows.
• Observe and obtain constant/regular feedback from guests and highlight to the managers.
• Suggest improvements of operations or procedures if any.
• Ensure that there is always adequate stock in the department.
• Full understanding of all Customer Loyalty Programs and guest VIP status.
• Regularly inspect equipment and ensure that they are well maintained and in good working condition.
• Ensure that daily reports are printed and actioned on time.
• Attend daily briefing.
• Maintain a consistently high standard of Customer Service.
• Maintain good relationship with all clients & staff of the Hotel.
• Maintain good communication with all departments in the Hotel and liaise with the concerned department on any special requests.
Administration
• All proper filling of all correspondences.
• All necessary supporting documentation must be available prior to check-in.
• All special requests are being handled, recorded and managed in a consistent manner and uniformly.
Requirements
• N/O Level with prior experience or Diploma holder in Hospitality / Tourism preferred
• Strong passion in Tourism / Hospitality
• Willingness to learn
• OPERA knowledge advantageous
