- Monitoring and forecasting room capacity and room sales to help the Sales Manager marketing in business planning.
- Assign work to employees, ensure the completion of the work on time and meet the requirements of assigned work.
- Coordinate well with related departments to ensure work efficiency.
- Encourage and motivate employees to work best.
- Receive and handle reservation requests, adjustments, cancellations via email, fax, phone.
- Make sure all booking staff handle guest booking requests politely and professionally.
- Mastering the information of room types and price policies for each type of guest.
- Know the status of the room, room capacity, room type, price, incentive policies ... to ease in consulting and offering to customers.
- Working and booking agreement with guests.
- Understand guests&039; booking requirements, advise guests on the best room type with the right price to maximize revenue.
- Confirm the reservation with customers to ensure the correct and accurate information at the request of guests such as: retail guests, groups, number of rooms, room types, number of guests, room rates, special requirements, payment method, deposit, deadline to confirm the reservation ...
- Explain clearly about the hotel reservation policy, room cancellation.
- Provide more information for customers about the hotel products and services such as restaurants, bars, entertainment services, promotions ...
- Make requests to amend a reservation, cancel a guest&039;s room according to the hotel&039;s regulations.
- Accurately update the reservation information of guests in the system, note special cases such as VIP guests, preferential prices ...
- Making reports, general forecasts on hotel room condition to help relevant departments proactively plan and organize guests.
- Track booking results to maximize revenue.
- Check the reservation information, payment methods and other special requirements of guests, ensure the accuracy and the reservation data is always updated.
- Manage & store records of guests&039; rooms as prescribed.
- Regularly update information on price policies, promotions ...
- Deal with guests&039; complaints that occur during the shift, make notes of all complaints in the book to continue monitoring and reporting to the superior.
- Training on skills and skills for employees.
- Perform other duties, as assigned.
- Ensure equal selling prices on the OTA website (disparity issue).
- Collect data about the market and competitors. Stay informed about competitors&039; products, services and prices.
- Respond to customer comments posted online.
- Attend specialized meetings, fairs, training according to the regulations of the department or the hotel.
- Manage the extranet system of the OTA and the booking engine of the hotel to update information about the hotel, room rates, allotment, promotions.
- Evaluate the work efficiency of employees under the authority every month.
