Reservation Agent/ Nhân viên Đặt phòng

Job description

Job Description

Essential Duties and Responsibilities – (Key Activities of the role)
•    Understands hotel P&P and Accor P&P 
•    Maintains the cleanness at the working station (office, desk, computer, telephone, stationery).
•    Be responsible for taking reservations over the telephone, fax or internet and entering into the PMS timely and accurately 
•    Be responsible to maximize hotel revenue with up-selling of rooms, types and services. 
•    Be responsible for being able to explain hotel services and facilities in a positive manner. 
•    Be aware of other Accor hotels in Vietnam and assist guest with information relating to ‘sister’ properties, including sending leads on to relevant team member. 
•    Ensures knowledge and update of the reservation systems available and are fully conversant with the rates, packages and any special offers available. 
•    Be responsible for following up on all guests requests. Ensure response for all guest’s request    within 24 hours of the receipt. 
•    Ensures that all information relating to a reservation is keyed correctly into the system and is of highest quality, and errors are kept to an absolute minimum.
•    Ensures to get ETA of VIPs and GIT booking and inform related department 
•    Be able to provide a courteous, friendly and personalized greeting and farewell in accordance with ‘Resavision’ program. 
•    Follows the Accor ‘Resavision’ program upon receiving reservation, modification or cancellation at all times. 
•    Follows the Accor ‘Resavision’ program upon receiving reservation, modification or cancellation at all times. 
•    Optimizes occupancy and average room rate in accordance to selling strategy given by Revenue Manager and/or Rev Max team. 
•    Makes sure that the correspondence are correct compared with the data on the Opera system.
•    Follows up the administration of each booking to help the reception team carry out check-in operations effectively 
•    Ensures deposit or payment is followed up and accurately updated in PMS and reports 
•    Prepares and follow up all arrival information, including 3 day check and same day for non-guaranteed and guaranteed reservations. 
•    Minimize No-shows by the reconfirmation of arrivals and checking for duplicate reservations 
•    Follows up GIT booking, tentative booking, waiting list, … 
•    Reports immediately to Reservation Manager if any booking released, cancelled or modified which affect the Occupancy or Revenue Forecasting 
•    Controls hotel availability and allotment to maximize hotel revenue. Report immediately to Reservation Manager if hotel availability status changed for decision to close or reopen selling to OTAs. 
•    Inputs new corporate/travel agencies into the T/A master and update rates accordingly. 
•    Files all contracted room rates according to alphabets of Company names. 
•    Updates DPF on daily basis in timely manner 
•    Updates and inform TA for close of free-sale in timely manner 
•    Handles and follow up waiting list procedure when hotel fully booked, refer to Reservation Manger to take over booked reservation and handle over booked situation 
•    Ensures that allotments are processed according to the standards and that any request to increase allotments are approved by the Reservation Manager
•    Be available to assist hotel Management to do report related to Rooms 
 

Qualifications

•    Vocational Certificate in Hotel Management, Business Administration or Bachelor’s degree in Hotel Administration, Business Administration or equivalent.
•    1 year related experience or 6 months experience in reservations/front office or an equivalent combination of education and experience.
•    Good at the use of Microsoft Office and OPERA; Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.