รายละเอียด

Reservations Officer

BASIC FUNCTION:
To effectively handle and convert all reservations inquiries and ensure accurate booking information is ascertained and communicated to the operational team to ensure customer delight.

RESPONSIBILITIES:
• Handles bookings of hotel rooms, transportation, packages and other services and ensures communication among the team are delivered.
• Keeps up-to-date room availability.
• Able to determine room rates based on the selling rate guideline and ensure that offered rate/promotion/discount are accurate to the right guests.
• Knowledge of standard discount level as per policy i.e. returning guests, long-staying guest, etc.
• To effectively communicate with the guests throughout the booking process, ensuring we have a full understanding of the guests’ requirements in a timely manner.
• To efficiently follow up all offers within 3 days to ensure that the conversion of business is optimized.
• Creates and maintains reservation records in hotel PMS applying accurate data codes and all necessary information for all department concerns.
• Becomes super user for Hotel Times, Microsoft Office.
• Joins frequent training according to the company’s needs.
• Handles all incoming reservations through all available channels walk-in, E-Mail, Hotel Website, OTA’S, phone calls, social media, Facebook Messenger, Line OA.
• Handles incoming calls from hotel main telephone line and transfers to concern department.
• Ensures special handling of returning guest, long stay guests, honeymoon, anniversary, birthday, VIP guests and groups bookings.
• Assigns VIP status and coordinates with all concerned departments.
• Fully understands company structure that is related to different duties.
• Prepares offer and confirmation letter as per standard.
• Processes efficient cancellations and modifications. If cancellation/modification fee apply and communicates to all concerned departments.
• Processes advance deposits on reservations and reports to accounting on daily basis.
• Follows up on payments for upcoming reservations as per advance payment policy.
• To ensure correct charges are in place on all agreements and credit control standards are adhered to.
• Understand the hotel’s policies on payment, guaranteed reservations and no-shows.
• Regular and consistent communication with the operation team to ensure all booking details are handed over in a clear and concise manner, so that services are delivered to meet and exceed the guests’ expectations.
• To ensure all issues affecting a guest’s visit are raised through the appropriate channels to ensure that customer care standards are maintained and exceeded.
• Maintains a clean and neat appearance and work area at all times.
• Being courteous, friendly, and helpful to guests and colleagues
• Willing to undertake any reasonable request made by management in the department and other areas.

REQUIREMENTS:
• Minimum 1-2 years work experience in Reservation Department.
• Excellent presentation and proactive communication skills in both verbal and written in English and Thai.
• Familiar with the hotel operations available technology and all distribution channels.
• Strong attention to detail and ability to multitask in a fast-paced environment and working well under pressure.
• Excellent communication skills, pleasant phone manner, excellent time-management skills.
• Computer literate in Microsoft Window applications required.
• Excellent customer service and interpersonal skills


For more information and application, please contact

[email protected].