The Reservations Officer responds to reservation requests from guests, travel agents, and referral networks made through various communication platforms. He/She ensures that reservation requests are attended to at all times to meet daily business needs, and is responsible for creating, updating and maintaining reservation bookings promptly in accordance with guests' booking confirmations. He also preparing the list of expected arrivals for the front office, assisting in pre-registration activities and processing advance reservation deposits. He updates room inventory via the distribution channels and assists to develop forecasts and reports for room revenue and occupancy.
Job Responsibilities:
Manage reservation requests
- Assist guests in room reservation requests
- Provide information on hotel facilities, promotions and special airport programmes to guests
- Handle guests' concerns and feedback on reservation requests
- Handle email enquiries in a timely manner
- Liaise with sales team, travel agents and referral networks on reservation requests
Manage reservation operations
- Perform enquiries to check room inventory and availability of room types and rates
- Make reservations in the Oasis Property Management System (PMS) in accordance with room booking requirements
- Process requests for reservation cancellations, amendments, and updates of guests' information and preferences
- Liaise with front office to prepare pre-registration activities and process advance reservation deposits
- Maintain confidentiality of guests' information when carrying out reservation operations
- Perform reservation operations in accordance with property's policies and standard operating procedures
- Tracking of daily cancellations’
Manage room inventory
- Create room blocks for group bookings in Oasis PMS
- Update room inventory through global distribution system, online travel agents and web booking systems
- Assist to prepare reports on room occupancy
- Assist to develop forecasts for room revenue and occupancy
Create sales opportunities
- Upsell hotel rooms and facilities to maximise room revenue
- Create sales leads by converting guest queries into sales
- Follow-up with guests to close sales
Manage human resources, finance and continuous improvement
- Provide suggestions for productivity improvement to enhance reservation operations
- Generate ideas for service innovation to enhance service delivery and customer experience
Other
- Work closely and maintain good relationship with other departments
- Perform work assignments given by superior and the management
Job Requirement:
- Relevant experiences in hotel or customer service is an advantage
- Passionate in delivering excellent guest service
- Possesses strong communication and administration skills
- Multi-lingual, excellent spoken and written English is a must, and the ability to speak other languages would be an advantage
Working Shift Hour:
5 days work week
8am – 5pm or 11am to 8pm
