Reservations Agent
- Dusit Thani Mactan Cebu
- Abu Dhabi - United Arab Emirates
- Full-time
وصف الوظيفة
Job Description
PRIMARY RESPONSIBILITIES:
Sale Role:
- Be knowledgeable of;
- All hotel facilities/services, hours of operation.
- All guest room layouts, bed types, décor, appointments, and locations.
- Room availability for any given day.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Specific arrangements between hotel and travel agencies, corporate reservations center.
- Entertainment/special events scheduled in the hotel.
- Take personal responsibility for driving up selling, achieving set revenue targets by months.
- Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.
- Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
- Communicates effectively with all guests and colleagues.
- Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
- Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
- Provide additional guest service such as: transportation, visa requests, restaurant reservations and tours.
- Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.
- Adhere to all Dusit International Standard Operating Procedures.
- Maintaining high standards of data quality through regular data cleansing activities.
- Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
- Reply to all guest requests within 24 hours of receipt.
- Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies, as well as guest data privacy and security.
- Able and understand hotel policies for no-shows, cancellations, credit and pre-payment policies.
- Handle daily trace/follow up reports according to the requirements.
- Reservation leaders, to assist reservation leaders to effectively manage and operate the reservations department in order to meet the business goals of the hotel and maximize guest satisfaction.
- Maintain clear and complete booking correspondences in order to properly communicate with the Front Office team to achieve guest satisfaction.
- Interact with all customers (internal and external) in a friendly, helpful and expedient manner.
- Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations
- Liaise with IT in report and faults on telephone lines or computer network.
- Proactively promote other sister properties of the Dusit Hotels and Resorts.
- Maintaining a good working environment within the department, and also maintains a positive working relationship with other departments in the hotel
- Knowledge of technical and managerial applications of the following systems and their utilization;
- Opera Property Management System (OPMS)
- Sabre SynXis CRS
- Serenata NetHotel Profile Management
- GDS Interface (GDS)
- Oasis Hospitality Software (PMS for China Properties)
- Maintains high level of effective communications with guests and colleagues.
- Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.
- Adheres to the grooming standard and the Hotel’s policy and ensures that the reservations team follow the same.
- Maintains good relationship with his/her colleagues and other departments.
- Develops him/herself to be able to grow in the company.
- Continuous learning through own IDP.
- Any other duties as may be assigned by the superior.
- Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.
- Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”
- Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
- Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
- Minimum of 1 year in relevant experience in a similar capacity.
- Basic experience with OPMS and all related system and its day to day support.
- Good knowledge of Microsoft office programs.
- Enthusiastic and self-motivated, according to Dusit International’s core values.
- Ability to communicate effectively and professionally written and spoken English.
