The main role of the Officer, Reservation is to aid and support the Reservations Department by effectively and efficiently processing all forms of reservations for The Robertson House by The Crest Collection. He/she is required to handle and process reservations and enquiries through various channels such as, online travel agencies, FITs, phone calls, emails etc and ensure the accuracy of the distribution and communication of information to both internal and external customers. He or she will report to the Assistant Reservations Manager and/or the Revenue Manager of the property.
The responsibilities also include the following:
- Answer all incoming calls within the service level, and in a professional, helpful and engaging way.
- All emails enquiries are to be responded within the service level and complies with the company’s procedures.
- Ensure all reservation details are entered timely and accurately into the system.
- Maintain a positive selling approach to maximise yield in both occupancies and rates.
- Ensure external and internal customer expectations are being met and guest needs are satisfied.
- Other reservation or sales support related tasks:
- Assist with group bookings and coordinate with various departments with regards to the requirements and billing instructions
- Ensure departmental documentations and filing are in proper order (Eg: security deposit waivers and credit facility applications)
- Preparation of commission letters for property agents and follow-up with the Finance Department.
- Liaise with corporate bookers on in-house guest extension of stay and to coordinate with the respective properties.
- Create and maintain company profiles in the relevant softwares (ie; Sabre, Salesforce and RMS - the Property Management System).
- The Company may assign duties in addition to those listed/described above and/or vary the scope of work according to business requirements.
Job Requirements
The candidate should possess the following:
- Preferably at least a Diploma in Hotel Management
- Good written and oral communication skills
- Possess excellent telephone etiquette, with good interpersonal skills.
- Have a customer-oriented nature.
- Meticulous, ability to multi-task and work independently
- Willing to learn on the job with the right attitude
- Fresh Graduates are welcome to apply and/or at least 1 year in a customer facing role within the hospitality, customer service industry. Relevant internships will be considered as experience.
