Reservations Agent ( Nhân Viên Đặt Phòng)

- Complete Hilton University courses and pass the tests.
- Familiar with hotel products, promotion's packages, special events or offers.
- Promote Hilton Honors program and differentiate benefits to every guests.
- Maintain and update guests' information and sales data follow reservation procedures.
- Response the guest's inquiries via phone calls or emails by strictly following brand standards.
- Comply with all hotel's policies relating to reservations.
- Comply with all systems and procedures as laid down by the hotel.
- Maintain high level guest service standards by following a pattern of sale call while still listening attentively to guest's requests.
- Maximize room sales and revenue for the hotel, prioritizing up-selling hotel's products and services.
- Check daily all new reservations, cancel or change reservations, make sure information updated and passed to relative departments are accurate. Check daily arrival of guests or group for next three days, making sure the guest information, requirements, payment details and room rate is correct.
- Ensure that all correspondence has been filed accordingly, with correct and most updated information.
- Resolve any pending tasks received from "Trace" report on daily basis.
- Investigate "No show" or "Late cancellation" reservations and follow up promptly both internal and external.
- Make sure all commission are correct and followed-up on promptly by checking/updating booking status on Online Travel Agent (OTAs) extranet to avoid overcharging commission.
- Comply to the hotel credit policy along with Front Office and Finance Department for any credit approval.
- Update room inventory's situation and hotel price levels in different time periods.
- Be aware of department's KPIs and actively contributed to reach the department targets.
- Always maintain a sales attitude, not losing any sales opportunity in the hotel.
- Make sure all reject/turn down business is filed with the reasons.
- Record and follow the "waiting list" once the inventory is updated.
- Keep close attention to team members' requirements, including attention to every team member's workload and duties, to fulfil operation needs.
- Co-ordinate with other departments if any assistance required for smooth operation.
- Maintain clean and tidy work areas at all times.
- Understand and adhere the hotel's team member rules and regulations.
- Carry out any other reasonable duties and responsibilities as assigned.
- Liaison with Reservations Manager/Supervisor, set up the related Reservation System
- Storing hard copy of all forms and files and emails.
- Supports for finance related documents for Finance team.
- Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.
- Ensure all information input is correct.
- Prioritize the quality of reservations.
- The Management reserves the right to make changes to this job description at its sole discretion and
* BENEFITS:
- Competitive salary
- Insurance as labor law (apply from starting date)
- Heath Care Insurance (24/7)
- 12 Annual Leaves
- Working hours: 8 hours/ day, 2 days off per week
- Relocation, home leave ticket, repatriation allowances
- Pre-opening Service Charge
- Others benefits