Reservation Agent/ Nhân viên đặt phòng

Provide excellent guest service in handling high call volume while being proficient in the computerized reservations system.
Handle hotel room bookings via phone, email, online and group channels. Handle or coordinate bookings for other revenue centers which may include transportation, F&B, spa and golf
Maintain education on room availability, rate structure, pricing strategies, revenue management, and promotional programs.
Be fluent with a detailed level of knowledge about The Grand Ho Tram Strip's product and services and act as an ambassador to the hotel when presenting these to potential and return guests.
Maximize room revenue through the conversion of telephone calls and emails into sales as well as utilizing up selling techniques.
Be flexible in sales technique through offering the right product to the right customer at the right time.
Accurate, professional, prompt, friendly and courteous on all guest calls.
Handle customer complaints with diplomatic and patient professionalism ensuring their satisfaction and escalating their concerns when you cannot resolve the issue directly.
Maintain close work relationships with other departments and their leaders to promote feedback and efficient operations.
Make certain that areas of accountability are executed in uncompromised levels. Proper utilization of resources is a must.
Ensure all activities performed within the department are in accordance with the company's business objectives, and established safety and security standards.
Keep leadership informed on a timely basis of any undue variance from expected results.
Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies.