Nhân Viên Đặt Phòng (Reservationist)

1. Comply with the hotel's policies and procedures.
2. Be well-versed with the facilities and services offered by the hotel.
3. Master the room product in term of rates, layout and physical attributes, breakdown/ configuration, benefits and amenities etc. for better up-selling.
4. Be well-versed in all reservations handling process, proficient in operating the reservations system and equipment.
5. Provide prompt, courteous and efficient service at all times. Answer the phones with "three rings" and according to hotel telephone etiquette.
6. Keep the level of abandoned calls to the minimum at all times to increase sales opportunities.
7. Upsell whenever possible to maximize on occupancy and revenue levels.
8. Ensure all reservations are entered and updated accurately and promptly.
9. Be aware of critical/ high demand status/ need period to maximize sales opportunities.
10. Alert the Reservation Manager/ Supervisors of any demand trends noticed and sudden change in occupancy levels.
11. Advise the Reservation Manager/ Supervisors of any deviations in rate applications or reservation arrangements/ challenges/ complaints etc.
12. Fully understand market segmentation to accurately qualify/ track reservations to ensure 100% accuracy in marketing/ production reports generated.
13. Handle incoming reservation requests (in forms of email or fax correspondence according to the hotel's standard (respond within 24 hours).
14. Adhere to hotel's credit policies to effectively handle and process billing requirements.
15. Maintain accurate and updated filing systems of all correspondence.
16. Cross sell hotel's Food & Beverage outlets and other revenue generating areas.
17. Perform any other duties and responsibilities as delegated by Reservations Manager/Supervisors.