Reservations Officer | Nhân Viên Đặt Phòng

* The Reservation Officer is responsible for handling all advance bookings and reservation inquiries with professionalism and efficiency. This role ensures accurate information is provided to guests, maintains precise reservation records, and contributes to revenue generation through effective upselling. The Reservation Officer plays a key role in creating a positive first impression of the property through telephone and written communication.
- Handle advance room bookings and respond to guest inquiries via phone, email, fax, and other communication channels. Handle all room reservations via phone, email, fax, letters, or online channels in a timely and professional manner (within 24 hours).
- Provide accurate and up-to-date information on hotel facilities, room types, promotions, packages, and other outlets.
- Maintain complete and accurate reservation records in the system.
- Ensure proper room blocking according to special guest requests (Suite, connecting rooms, accompanied rooms, non-smoking rooms, etc.).
- Review daily incoming and arrival reservations to ensure completeness of information and prevent operational issues.
- Follow up and reconfirm tentative reservations to convert them into confirmed bookings.
- Coordinate closely with Front Office, Sales, Housekeeping, and other departments to ensure seamless guest experience.
- Handle guest complaints professionally and escalate to Reservation Supervisor or Management when necessary.
- Assist in upselling rooms, packages, and additional services to maximize revenue.
- Maintain a favorable public image of the hotel in all guest communications.