รายละเอียด

Key Responsibilities
Reservations Operations

• Supervise daily handling of individual reservations across phone, email, online channels, and owner/WVO bookings to ensure speed, accuracy, and a warm guest experience.
• Ensure all bookings are entered correctly with accurate rates, room types, dates, guest profiles, and special requests.
• Manage room inventory, availability, and rate plans across the PMS, central reservations, and online channels to protect accuracy and prevent overbooking.
• Monitor booking pace, no-shows, cancellations, and waitlists, and take timely action to support occupancy.
• Handle complex, VIP, owner, and special-request reservations with care and attention to detail.
Group and Block Management
• Manage group bookings from enquiry to departure, including room blocks, cut-off dates, rooming lists, and billing instructions.
• Coordinate group requirements with Sales, Front Office, Housekeeping, and Food & Beverage to ensure smooth arrivals and service.
• Track group pick-up, release unsold rooms on time, and follow up on deposits and payment schedules.
• Prepare group reservation summaries and handover details so operating departments are fully prepared.
• Build and maintain positive relationships with group organisers, travel agents, and partners.
Rate, Inventory, and System Accuracy
• Maintain accurate rate codes, packages, promotions, and inventory across all booking channels.
• Support the Revenue and Sales teams by keeping availability, restrictions, and rate parity up to date.
• Review reservations daily for accuracy, traces, and special instructions, correcting errors promptly.
• Ensure disciplined use of guest profiles, comments, and booking records to support reliable reporting.
Guest, Owner, and Partner Experience
• Provide warm, professional, and responsive service to guests, owners, travel partners, and group organisers.
• Respond promptly to booking enquiries, changes, and concerns, and follow up to resolution.
• Support pre-arrival communication and coordination to ensure a smooth guest and owner experience.
• Handle sensitive booking or billing matters with discretion and accuracy.
Team Supervision and Performance
• Supervise, coach, and support reservations agents and group coordinators through briefings and on-the-job training.
• Assign workloads, manage shift coverage, and ensure consistent service standards and accuracy.
• Monitor team performance, response times, and booking quality, and provide regular feedback.
• Maintain standards of conduct, communication, and professionalism within the team.
Reporting and Administration
• Prepare reservations, group, and pick-up reports on time for management and revenue review.
• Track key data such as occupancy on the books, group performance, and conversion of enquiries.
• Maintain accurate records, filing, and standard operating procedures for the reservations function.
Leadership Responsibilities
• Set clear expectations, supervise the reservations team, and ensure accountability for accuracy and service.
• Provide a professional example in service, communication, and attention to detail.
• Support training and development of team members in systems, standards, and selling skills.