Reservation Officer

Front of House
Job Role:
Reservations Agent
Staff- Line level
Salary Description:
Hyatt International
Job Ref:

1. To be responsible for advance booking and reservations, handling guest inquiries, provides information, maintaining guest records and creating a favorable public image over the phone.
2. Familiars with the hotel's policy and procedures. Masters all facilities, services provided by the hotel.
3. Masters the room product in terms of room configuration, layout, physical attributes, rate, benefits, amenities and all F&B outlets.
4. Aware of the hotel latest information, promotion, packages relating to rooms and other outlet to provide the guests the correct information.
5. Masters the reservation system and correctly records all incoming reservations in the systems.
6. Answers the phones within 3 rings, provides prompt, courteous and efficient service at all times.
7. Ensures to block rooms for any special request such as Suites, connecting, accompanied, non smoking rooms…
8. Ensures to respond to all requested by telex, fax, email, letters properly within 24 hours.
9. Aware of all online booking contracts, updates availabilities on such websites on daily basis and handles all online/GDS bookings or reservation through Hotel Website. Records and monitors commission status of online booking contract on monthly basis.
10. Ensures the quality of daily incoming Reservations and the arrival Reservations to provide guests the best expected service and avoid problems happened caused of lacking/missing information in the reservation system.
11. Follows up and reconfirms the tentative reservations into actual bookings.
12. Masters up-selling techniques and applies whenever possible to maximize the occupancy and revenue.
13. Coordinates with other departments to provide the guests the best service whenever possible.
14. Fully understands the market segment definition to accurately ensure the quality of the bookings.
15. Handles guests' complaints if any and seek for approval or assistance of Reservation Supervisor or higher Management if the situation is out of the given authorization.
16. Ensures that the Agency Contracts are completely and fully implemented.
17. Masters approved credit clients and billing procedures for credit/non credit clients.
18. Any additional tasks requested by HOD.

- Good education in computer, B.A degree in language/ Sales & Marketing - Good knowledge of reservation works. Ability to deal effectively with guests in a friendly and courteous manner.
- Ability to type fast, accurately, perform independent correspondence, file and retrieve documents and correspondence efficiently .
- Minimum 6 months of experience
- Believe in teamwork, cooperate with colleagues.
Primary Location: VN-Kien Giang-Phu Quoc
Organization: Nam Nghi Resort Phu Quoc
Job Level: Corporate Executive | Full-time
Job: Reservations
Worldwide/Local Candidates: Local

Contact Details:
Hyatt International
Tel: .
Contact: HR Department

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