Reservation Clerk

Job description

Place of Work:

Reservations Department

Scope and General Purpose of Job:

Process reservations efficiently to optimize occupancy and maximize revenue. Your role is crucial in delivering personalized luxury service from the initial inquiry, ensuring a seamless booking experience and contributing to overall guest satisfaction.

Responsible to:

Team Leader

Assistant Reservations Manager

Reservations Manager

Main Duties:

Administration

· Process all reservation inquiries received by phone, email, and online platforms efficiently and accurately.

· Handle individual and group reservation requests accurately in the hotel reservation system (PMS/CRS).

· Maintain accurate records of cancellations, amendments, and no-shows.

· Ensure the accuracy and integrity of reservation information in the Property Management System (PMS/OPMS).

· Collect comprehensive guest information while creating reservations.

· Review daily arrival reports to ensure data accuracy in the system.

· Ensure all calls and guest inquiries are answered in a timely manner.

Customer Service

· Respond promptly and professionally to guest inquiries, providing comprehensive information about the hotel, room types, services, and special offers.

· Ensure all guest information and preferences are correctly recorded and communicated to relevant departments for a personalized experience.

· Provide courteous and professional service at all times.

· Possess complete knowledge of World of Hyatt programs and benefits to assist guests effectively.

· Possess knowledge of the guest amenities program and process to inform guests and facilitate requests.

Financial Responsibilities:

· Convert inquiries to confirmed sales whenever possible to meet hotel targets.

· Actively upsell rooms and services to maximize revenue, including participating in FIT marketing.

· Possess a complete understanding of pricing strategy and apply it accordingly.

· Uphold strict adherence to all financial policies and regulations, including credit and payment procedures, to safeguard financial integrity.

Marketing & Revenue Contribution:

· Boost booking value by effectively upselling higher room categories and cross-selling hotel amenities like spa treatments or dining experiences during guest interactions.

· Collaborate closely with the Reservations Manager and Revenue Management team to implement dynamic pricing, manage room inventory, and apply promotions to maximize room yield and occupancy in line with market demand.

· Cultivate strong relationships with local travel agents and other external contacts to expand and strengthen booking channels.

· Ensure all communication reflects the Park Hyatt brand's luxury and personalized service, creating an excellent first impression and fostering guest loyalty.

Operational Responsibilities:

· Process all bookings, modifications, and cancellations accurately and on time within Opera PMS and other relevant systems.

· Proactively monitor room inventory and rate availability across all distribution channels. This prevents discrepancies, optimizes occupancy, and ensures rate parity.

· Efficiently manage escalated guest inquiries, booking challenges, and internal departmental requests, ensuring prompt and satisfactory resolutions.

· Consistently deliver Park Hyatt's luxury service standards in all guest interactions, from the initial inquiry to final confirmation.

· Precisely handle VIP, long-stay, and group bookings, effectively communicating any special guest needs to the relevant hotel departments.

· Guarantee all guest details are entered correctly following clean data principles to maintain data integrity.

· Collaborate effectively with the Front Office, Sales, and Revenue teams to ensure a seamless guest experience.

· Strictly adhere to correct service standards and methods as outlined in the department's operation manual.

· Coordinate with the Front Office, Spa, Experience, and F&B departments for any special guest requests.

· Perform all duties with maximum efficiency, utilizing necessary skills and tools effectively.

Personnel Management & Development

· Actively Foster a positive and collaborative team environment. Contribute to a supportive atmosphere where teamwork and mutual respect are prioritized.

· Support new team members. Assist in onboarding and mentoring new Reservation Agents, sharing knowledge and best practices to help them integrate smoothly.

· Participate in training and coaching initiatives. Actively engage in departmental training sessions, and potentially assist in coaching peers on reservation and Opera systems.

· Adhere to and promote company values and culture. Embody the core values and service ethos of Park Hyatt, influencing peers by example.

· Actively contribute to team welfare and safety. Be proactive in identifying and raising concerns related to team well-being or safety, and support initiatives that enhance the work environment.

· Engage in continuous personal and professional development. Seek opportunities to enhance skills and knowledge related to reservations, hospitality, and customer service.

Other Duties

· Participate in and support special projects or tasks assigned by the Reservations Manager or Revenue Manager.

· Provide support to other Rooms Division departments like Front Office and Sales as needed, especially during peak periods or for complex guest requests.

· Assist in gathering competitive intelligence, market trends, and booking insights. This helps the Reservations and Revenue Management teams adapt their strategies effectively.

· Regularly audit reservation records, guest profiles, and system entries to ensure data accuracy, cleanliness, and strict adherence to privacy policies.

· Actively identify opportunities to boost departmental efficiency, enhance guest service, and improve operational procedures. This includes proposing and helping implement new initiatives.

· Strictly adheres to all hotel policies, safety procedures, and local regulations.