Core Job Responsibilities & Duties:
• Work in liaison with the resort communication and sales departments as a team.
• Minimize No- shows by the reconfirmation of arrivals and checking for duplicate reservations in advance.
• Optimize occupancy and room rate in accordance to selling strategy given by Reservation Manager, Revenue Team.
• Report immediately to Reservation Manager if any booking released, cancelled or modified which affect the Occupancy or Revenue Forecasting
• 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.
• Promote and conduct upsell strategies/opportunities within the reservation team.
• Ensure deposit, payment, cancelation, amendment of each booking are followed up and accurately updated in PMS and reports.
• Support with daily, weekly and monthly reporting if requested by Reservation Manager
• Handle all relevant incoming FIT, GIT and event booking requests from A – Z in.
• Responsible for following up on all guests requests. Ensure response for all guest’s request within 24 hours of the receipt.
• Support Reservation Manager with initiatives and ideas how to promote group room business and event business.
• 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
• Follow up GIT booking, tentative booking, waiting list, …
• Attend all reservation related trainings
• 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.
• With Reservation Manager and Reservation Team, maintain relationships with key business partners.
• 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.
• In conjunction with Reservation Manager, promote all outlets of the resort.
• Conduct telemarketing calls to group related corporate, agencies and organizations as schedule as required by Reservation Manager
• Maintain the cleanness at the working station (office, desk, computer, telephone, stationary,…)
• Always ensure the latest updated promos and rate structures and follows the “selling” guidance by Reservation Manager
• Always act with urgency to any booking requests while always paying attention to details.
• Handle all relevant Banquet Event Orders (BEO) and communicate accordingly to relevant operational team members under guideline of Reservation Manager
• Other duties as required by 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.
• Support in driving maximum revenues of preferred hotel rate/package products by applying relevant selling strategy guided by the Director of Sales and Reservation.
Personality:
• Capable of prioritizing between revenue generating actions and time- consuming tasks with low yield impact.
• Ability to work under own initiative in a highly pressured environment.
• Ability to work across all levels and functions of the resort’s client portfolio under own initiative.
• Well- developed interpersonal, adaptive influencing and organizational management skills.
• Business Development DNA and commercial minded.
• High level of motivation, determination, and commitment.
• Capacity to read situations, understand environments and respond accordingly.
• Good listening skills and the ability to anticipate business needs.
• Good analytical and numeric skills for fast data crunching.
• Devoted, passionate and hungry for driving business and creating results.
• Strong sense of need for achievement of goals and success.
• Able to develop internal relationships with the resort’s talents.
• Sound ability and knowledge to develop standards of operations and strategic processes.
• Mentality of client service (we are all a salesperson attitude) and taking responsibility beyond direct duties.
