Reservation Executive | Chuyên viên Đặt phòng

This role is responsible for handling room reservations efficiently and professionally through various channels (email, phone, OTAs, PMS). This role ensures accuracy of booking details, maximizes revenue opportunities, and delivers excellent customer service in line with Fusion Standards Policies & Procedures.
KEY RESPONSIBILITIES
• Process FIT/OTA reservations by email, telephone, PMS (Opera).
• Process amendments such as stay details modification on the platforms.
• Prepare confirmation letters and systematically archived.
• Manage no show/ cancellations according to cancellation policies.
• Maintain excellent customer service of sales calls.
• Promptly report and escalate any special requests or special cases related to guests to the Reservation Manager.
• Maintain high level of product and service knowledge.
• Liaise with Sales team to apply special rates, promotions, offers accurately.
• Liaise with Front Office to ensure guest's special requests are fulfilled.
• Liaise with Revenue team to ensure the rate code, segments are applied accurately.
• Before guest arrival, process booking deposit/payment by credit card, bank transfer, etc...
• Prepare daily reservation reports (arrivals, cancellations, OTA reconciliation).
• Perform any other duties which may be assigned by the management from time to time.