Reservation and Communication Agent

Assists in transferring inter- department and guest calls efficiently and accurately to ensure a smooth communication. Periodically update directory to ensure accurate information.
Adhere and comply to all departmental procedures, workplace safety and security policies set by the company.
Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter- departmental collaboration and support
Logs and organize wake- up call requests under the appropriate system and provide timely wake- up call service. Coordinate with the relevant department for special requests.
Receives and log messages for guests and colleagues under the appropriate system and ensure timely delivery of message to them.
Indicate special room reservation types (e.g., complimentary rooms, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
Oversee accuracy of room blocks and reservations by monitoring all GDS channels, hotel websites and OTA platforms.
Be confident in answering questions regarding hotel’s offerings, guest room features and emergency protocols.
Be the champion of the hotel’s offerings and local city’s culture and heritage by providing Concierge service including but not limiting to recommending and arranging reservations for dining, attractions and Capella Curates.
Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person- to- person, and emergency calls.
Effectively communicate with all departments for guest requests and ensures that proper recordings of requests are logged in the appropriate system (e.g. KnowCross).
Report any issue or damages and breakdowns found to the relevant department. Follow up with the work order status to ensure that issue is resolved.
Ensures consistent delivery of personalized service when answering all incoming and outgoing calls with proper telephone etiquette and a calm demeanor.
Preparing and process Pro- forma Invoice and Advance Deposits (Credit cards) and apply to appropriate guests accounts on daily basis.

Work pressure
Ability to communicate, train, solve problems, handle situations quickly
More than 3 years of experience working in a related position at 3 & 4 star hotel resorts or more.
Good leadership and team management skills

Be rewarded on Holidays, New Year and special occasions of the year
To develop career in a dynamic and professional international working environment
Competitive salary
Enjoy monthly service fee with high rate
Participate in periodic team bonding activities
13th month salary bonus according to revenue
Participating in social insurance, health insurance and unemployment insurance at the contracted salary

Cập nhật gần nhất lúc: 2025-11-01 06:10:03