reservation agent/ Nhân viên đặt phòng

Duties and responsibilities
Financial returns:
 Be responsible for saving hotel asset/ energy/ water/ chemical and propose the saving ideas to
management
 Understand department's and hotel's product, and upsell to the guest, or recommend hotel
products to the guest.
 Report Lost and Found immediately to Security
 Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling
techniques
 Promote the Hotel's (and ICHG generally) products and services
 Maintain a high level of product and service knowledge about all ICHG Hotels in your region
 Develop and maintain a regular pattern of sales calls
 Prepare and execute action plans which increase reservation sales and associated business
People:
 Perform/ behave as per IHG Winning Ways to other colleagues (within your department and
toward other departments)
 Train and help colleagues on the jobs
 Following up with the assignment from Supervisor.
 Participate all training assigned by supervisor including English training and job skills training
 Promote goodwill by beings courteous, friendly, helpful to mangers and colleague
 Build a highly engaged team living our Winning Ways values and bring our brands to life for our
guests
Guest experience:
 Perform Services behaviours in daily operation basic towards the guests
 Share guest feedback to the supervisor
 Handle guest's requests, or escalate to higher levels and/or relate departments when need it
 Drive buggy safely after being certified and be responsible for protecting this asset in good
conditions
 Communicate fluently & professionally with guests on phone & via e-mail correspondence as per
standard ( quality & quantity )
 Master knowledge of resort & special programs such as special rates/ offers/ promotions
 Frequently update the selling status, rates, and benefits of all packages plans.
 Understand and anticipate guest's needs, doing all best to meet and exceed guest's expectation
Responsible business:
 Be responsible in keeping our property safe and secure
 Be responsible in protecting the environment such as the trees, the sea, and the special species
 Understand IHG Brand Standard related to your department
 Recommended changes to these standards
 Co-ordinate special projects as required, such as...
 Rotate the roles (cross training) within department when required
 Record and process reservations made by phone/fax/email
 Processes reservations from the sales office, other hotel departments, and travel agents
 Process amendments to reservations such as extensions, early departures, etc
 Manage "no show" reservations by investigation and recording of same
 Monitor reservation levels and inform Managers of current and future occupancy rates
 Be responsible in keeping our property safe and secure, to participate in any hotel activity related
to Fire Life safety.
 Perform any other duties which may be assigned by the management from time to time.
 Knows the type of rooms available as well as their location and layout.
 Knows the credit policy of the hotel and how to code each reservation.
 Creates and maintains reservation records by date of arrival and month.
 Prepares letters of confirmation via RIMS system
 Communicates reservation information to the front desk
 Processes advance deposits on reservations
 Helps develop room revenue and occupancy forecasts
 Prepares estimated time of arrival for all departments' use.
 Handles daily correspondence. Responds to inquiries and makes reservations as needed
 Perform any other duties which may be assigned by the management from time to time.