Giám Sát Đặt Phòng
Reservations Supervisor

 Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.

 Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.

 Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.

 Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.

 Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.

 Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.

 Assists and prepare in groups pre-arrival process and also preparing group rooming lists.

 Maintains a clean and organized work area.

 Attends all scheduled meetings as required with HOD's or Sales team.

 Create and manage rates and packages configured on the Hotel software.

 Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.

 If there are failed reservations to update the Hotel software then process those reservations manually.

 Co-ordinate with software vendors for any availability, rate or booking integration issues.

 Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.

 Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.

 Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)

 Adjust rates according to suggestions from Yield or Revenue management systems.

 Verify all reservations taken on the reservation forms are updated on the PMS without fail.

 Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.

 Verify if each reservation requests are processed as per the hotel standards and without delay.

 Verify if reservation confirmation letters are send for all processed bookings within the stipulated time.

 Process retentions, no-show and cancellations as per the hotel policy and procedures.

 Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.

 Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.

 Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.

 Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.

 Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.

 All reservation modifications are updated on the property management system immediately and accurately in case of any changes.

 Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.

 Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas.

 Ensure acceptable service levels and all statistical reports are sought and maintained.

 Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.

 Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.

 Receive contracts detailing room allotments and creates allotments on the hotel management system.

 Train newly recruited reservation staff in taking reservations, telephone etiquettes , reservation module on hotel software and processing emails.

 Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.

 Ensure deposit payment is taken in advance for all pay at hotel reservations eg: Direct reservation, OTA's (Booking.com, Orbitz, Expedia etc.)

 Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents.

 Manage all aspects of reservation department in the absence of reservation manager.

Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

 Gives personal attention, takes personal responsibility and uses teamwork when providing guest

service

 Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

 Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

 Performs other duties as required to provide the service brand behaviour

 Be courteous, friendly, and helpful to guests, mangers, and fellow employees.

 Passion for customer service,

 Ability to work with multiple systems and applications like spreadsheets, databases, work processing,property management software's, Booking engine, OTA Extranets, Yield management systemsand computers.

 Extremely organized.

 General math skills, ability to add, subtract, calculate discounts, percentages, etc

 Strong multitasking skills

 Strong listening skills

 Strong communications skills, able to interact with guests effectively to solve problems

 Strong Microsoft Office suite skills

 Works well in a team environment

 Read, write and speak English fluently, bi-lingual skills a plus

- Staff bus

- Duty Meal

- Competative salary

- Social insurrance