Core Job Responsibilities & Duties:
• Optimize occupancy and room rate in accordance to selling strategy given by Reservation Manager, Revenue Team.
• Conduct telemarketing calls to group related corporate, agencies and organizations as schedule as required by Reservation Manager
• Always ensure the latest updated promos and rate structures and follows the “selling” guidance by Reservation Manager
• Support with daily, weekly and monthly reporting if requested by Reservation Manager
• Report immediately to Reservation Manager if any booking released, cancelled or modified which affect the Occupancy or Revenue Forecasting
• Support Reservation Manager and Sales Team in site inspections related to group room/event business to support awareness of our products and to secure the business.
• Support Reservation Manager with initiatives and ideas how to promote group room business and event business.
• Follow up GIT booking, tentative booking, waiting list, …
• Maintain the cleanness at the working station (office, desk, computer, telephone, stationary,…)
• Attend all reservation related trainings
• Work in liaison with the resort communication and sales departments as a team.
• Handle all relevant incoming FIT, GIT and event booking requests from A – Z in.
• Minimize No- shows by the reconfirmation of arrivals and checking for duplicate reservations in advance.
• Promote and conduct upsell strategies/opportunities within the reservation team.
• Handle and follow up waiting list procedure when hotel fully booked, refer to Reservation Manger to take over booked reservation and handle over booked situation
• In conjunction with Reservation Manager, promote all outlets of the resort.
• Responsible for following up on all guests requests. Ensure response for all guest’s request within 24 hours of the receipt.
• Always act with urgency to any booking requests while always paying attention to details.
• Prepares and follows up all arrival information, including 3 day check and same day for non- guaranteed and guaranteed reservations. Ensure all requests of arrivals are accommodated and special requests are well highlighted to related departments.
• Support in driving maximum revenues of preferred hotel rate/package products by applying relevant selling strategy guided by the Director of Sales and Reservation.
• Ensure deposit, payment, cancelation, amendment of each booking are followed up and accurately updated in PMS and reports.
• Other duties as required by Reservation Manager
• Ensure the accuracy with all the input and the quality of data (segmentation, denials tracking, etc…) points in the reservation system and the correspondence are correct compared with the data update.
• With Reservation Manager and Reservation Team, maintain relationships with key business partners.
• Handle all relevant Banquet Event Orders (BEO) and communicate accordingly to relevant operational team members under guideline of Reservation Manager
• In conjunction with Reservation Manager, scheduled check and overlook inventory, forecast especially high demand periods to make sure not miss chance to maximize OCC, REV
• Report immediately to Reservation Manager if hotel availability status changed for decision to close or reopen selling to OTAs.
Personality:
• Strong sense of need for achievement of goals and success.
• Sound ability and knowledge to develop standards of operations and strategic processes.
• Capable of prioritizing between revenue generating actions and time- consuming tasks with low yield impact.
• Ability to work across all levels and functions of the resort’s client portfolio under own initiative.
• Able to develop internal relationships with the resort’s talents.
• High level of motivation, determination, and commitment.
• Business Development DNA and commercial minded.
• Good listening skills and the ability to anticipate business needs.
• Ability to work under own initiative in a highly pressured environment.
• Mentality of client service (we are all a salesperson attitude) and taking responsibility beyond direct duties.
• Good analytical and numeric skills for fast data crunching.
• Well- developed interpersonal, adaptive influencing and organizational management skills.
• Capacity to read situations, understand environments and respond accordingly.
• Devoted, passionate and hungry for driving business and creating results.
