Nhân viên Đặt phòng/ Reservation Agent

• Understands hotel P&P and Accor P&P
• Maintains the cleanness at the working station (office, desk, computer, telephone, stationery).
• Be responsible for taking reservations over the telephone, fax or internet and entering into the PMS timely and accurately
• Be responsible to maximize hotel revenue with up-selling of rooms, types and services.
• Be responsible for being able to explain hotel services and facilities in a positive manner.
• Be aware of other Accor hotels in Vietnam and assist guest with information relating to 'sister' properties, including sending leads on to relevant team member.
• Ensures knowledge and update of the reservation systems available and are fully conversant with the rates, packages and any special offers available.
• Be responsible for following up on all guests requests. Ensure response for all guest's request within 24 hours of the receipt.
• Ensures that all information relating to a reservation is keyed correctly into the system and is of highest quality, and errors are kept to an absolute minimum.
• Ensures to get ETA of VIPs and GIT booking and inform related department
• Be able to provide a courteous, friendly and personalized greeting and farewell in accordance with 'Resavision' program.
• Follows the Accor 'Resavision' program upon receiving reservation, modification or cancellation at all times.
• Follows the Accor 'Resavision' program upon receiving reservation, modification or cancellation at all times.
• Optimizes occupancy and average room rate in accordance to selling strategy given by Revenue Manager and/or Rev Max team.
• Makes sure that the correspondence are correct compared with the data on the Opera system.
• Follows up the administration of each booking to help the reception team carry out check-in operations effectively
• Ensures deposit or payment is followed up and accurately updated in PMS and reports
• Prepares and follow up all arrival information, including 3 day check and same day for non-guaranteed and guaranteed reservations.
• Minimize No-shows by the reconfirmation of arrivals and checking for duplicate reservations
• Follows up GIT booking, tentative booking, waiting list, ...
• Reports immediately to Reservation Manager if any booking released, cancelled or modified which affect the Occupancy or Revenue Forecasting
• Controls hotel availability and allotment to maximize hotel revenue. Report immediately to Reservation Manager if hotel availability status changed for decision to close or reopen selling to OTAs.
• Inputs new corporate/travel agencies into the T/A master and update rates accordingly.
• Files all contracted room rates according to alphabets of Company names.
• Updates DPF on daily basis in timely manner
• Updates and inform TA for close of free-sale in timely manner
• Handles and follow up waiting list procedure when hotel fully booked, refer to Reservation Manger to take over booked reservation and handle over booked situation
• Ensures that allotments are processed according to the standards and that any request to increase allotments are approved by the Reservation Manager
• Be available to assist hotel Management to do report related to Rooms