Reservation Agent/ Nhân Viên Đặt Phòng

GENERAL MISSION

Reporting directly to the Reservations Manager, the Reservations Clerk is directly responsible for handling telephone inquiries, accepting reservations and the subsequent input into the computer system. On a broader scale the Reservations Clerk must work closely will all Front Office and Sales & Marketing personnel, and in particular, Sales & Marketing, providing lead advice and constant "feedback" concerning both inquiries and firm reservations. The Reservations Clerk must work at all times in maximizing Pullman Phu Quoc occupancy potential, whilst protecting the Hotel's business mix. The Reservations Clerk must at all times maintain a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone. The Reservations Clerk is also to pay particular attention to the use of the Guest History facility in the HIS front office system.

TECHNICAL RESPONSIBILITIES

To ensure that every booking made by a travel agent contains the relevant travel agent name. This will ensure at all times that, the travel agent receives the correct commission on time, and the Hotel does not at any time forfeit revenue due to overpayment of unnecessary commission amounts.

Responsible for ensuring that all reservation filing and correspondence is carried out daily. Filing must be strictly monitored and filed in a way, which ensures that all information is quickly on hand and easily located by all staff within the Front Office.

Receives, processes and confirms all room reservations channeled through the efficiently and courteously:

Ensuring that reservations are processed based on the established room availability, applicable rates and billing arrangements.

Direct entry into the system with all necessary information and follow Accor Reservation standard (ResaVision) with following details

Follow-up on letters of undertaking for credit arrangements and copies to Front Desk and Accounts for their follow-up.

Files all reservations according to dates of arrivals for the month at the end of each day.

Prepares room reservations confirmation within the same day of enquiry for the Reservation Manager or DOSM’s verification prior faxing /telexing or mail.

Ensures that the office areas are neat and tidy at all times.

Ensures that all telephone calls channeled through the reservation extensions are answered within three rings.

Provides general information on hotel restaurants, bars and facilities.

Performs all duties common to rank and file staff and any other duties as may be assigned by the Director of Sales & Marketing or Reservation Manager.

Handles requests for complimentary items, airport transfers as well as other amenities that may arise from time to time.

Sells room rate by following Revenue Manager ‘s recommendations.

Works on the computer system and maintains the computer discipline at all times.

Attends meeting and training programs.

Adheres to Hotel’s policies and procedures.

COMMERCIAL RESPONSIBILITIES

The Reservations Clerk has a major responsibility in conjunction with the Revenue & Reservation Manager & Reservation Manager to ensure that at all times, Pullman Phu Quoc is operating at maximum occupancy levels and the following is achieved.

Upselling the property where at all possible

Being constantly aware and in touch with forecasted occupancies for the future

Being aware of group block bookings or allotments which may or may not have been utilized

Being constantly aware of all rates and rate structures in place within Hotel Pullman Phu Quoc and to whom they are applicable

Being constantly aware of all promotions, packages and special rates that may be applicable, ensuring that at all times Pullman Phu Quoc 's preferred market mix is protected

Responsible for ensuring that every reservation contains the correct and applicable information. This will alleviate guest concerns during the check in and check out procedure.