reservation agent/ Nhân viên đặt phòng

Process incoming reservation requests from guests via phone, email, or online booking platforms, ensuring all necessary information is collected and accurately entered into the hotel's reservation system.
Provide detailed information to potential guests regarding room availability, rates, amenities, and hotel policies, helping them make informed decisions.
Upsell additional services and room upgrades by highlighting the benefits and features, aiming to enhance the guest's stay and increase hotel revenue.
Coordinate with the front desk and housekeeping departments to manage room inventory and ensure guest preferences and special requests are met, such as room location or early check-in.
Handle modifications, cancellations, and special requests to existing reservations, ensuring changes are accurately reflected in the system and communicated to relevant departments.
Calculate room rates and provide billing information, including explaining the breakdown of charges, discounts applied, and payment policies.
Resolve guest complaints related to reservations by offering satisfactory solutions, such as room changes, discounts, or complimentary services, to maintain high levels of customer satisfaction.
Compile and maintain records of reservation data, including occupancy statistics, cancellation rates, and revenue generated, for use in reports and analysis by management.