Reservation Manager (Based in Da Nang)

• Handle reservations by email, telephone, website or central reservation systems referral.
• Check flight reports to know the seat & booking possibility in next days
• Know the type of rooms available as well as their location and layout.
• Know the selling status, rates and benefits of all package plans.
• Know the credit policy of the hotel and how to code each reservation.
• Determines room rates based on the selling tactics of the resort.
• Prepares letter of booking confirmation.
• Handle cancellations and modifications and promptly relays this information to the hotels/ resorts.
• Handle strictly all report "No answer"/ "Not confirm" to take action accordingly.
• Handle group/ bookings whenever flight delays/ cancels/ sold over flight tickets
• Handle Crew, Fam Trip, Vip bookings.
• Handle advance deposits on the reservation.
• Helps develop room revenue and occupancy forecasts.
• In charge key account hotels (Novotels Phu Quoc/ Vinpearl Phu Quoc - 2 hotels)
• Prepares expected arrival list for hotels/ resorts.
• Have a full knowledge about the product of hotel, all service & activities.
• Assists in preregistration activities when appropriate.
• Monitors advances deposit requirements.
• Handle daily correspondence. Respond to inquire and makes reservation as needed.
• Make sure those files are kept up to date.
• Maintains a clean and neat appearance work area at all times.
• Promotes goodwill by being courteous, friendly and helpful to guests, mangers and colleagues.
• Getting information about areas of interest in order to target more guests in particular seasons.
• Ensure all complaints are reported and followed up on promptly.
• Fully know how to use, manage booking and service on the Samo System.
• Keep up with changes in the market and adapt strategies accordingly.
• Maintain a high profile with guests, agents and neighbors and maintain a good customer relationship/ company partners (hotels/ resorts)
• Develop and maintain effective channels of communication throughout the Department.
• Assign responsibilities to subordinates and check their performance periodically.
• Monitor recruitment to ensure the highest possible standards are maintained.
• Ensure sufficient staffing levels are maintained within agreed budgetary guidelines.
• Promote a high level of performance and motivation amongst Reservations staff and carry out regular performance appraisals.
• Ensure all staff are aware of and adhere to the Company policy and procedures, rules and regulations and are familiar.
• Attend HOD meetings to discuss operational matters and strategic developments.
• Brief direct reports on all relevant issues within the Company to ensure the efficient operation of your department.
• Liaise with the press, KOL, travel agents and assist with familiarization visits.
• Ensure all relevant reports are submitted to the relevant persons on a daily, weekly and monthly basis.
• Ensure all guest and staff incident reports are submitted.
• Be accountable for ensuring all staff administration is accurate and promptly completed (i.e. schedules, holidays and sickness)
• Ensure adequate administrative record keeping and cash control procedures are implemented and maintained.
• Ensure standards are met and maintained with the use of checklists.
• Ensure adequate learning is undertaken recorded, monitored and reported on.
• Develop departmental trainers and assign training responsibilities.
• Identify training needs and plan training programs accordingly and conduct training sessions to ensure employees have the necessary skills to perform their duties.
• Ensure high standards of cleanliness in the department.
• Have a complete understanding of and adhere to the Company's employee rules and regulations and ensure that your staff does the same.
• Have a complete understanding of and adhere to the Company's policy relating to fire, hygiene, health and safety and ensure that your staff does the same.
• Assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
• Ensure that all employees provide a courteous and professional service at all times.
• Carry out any other reasonable duties and responsibilities as assigned.
• Cooperate and assist in coordinating emergency operations with management.