To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets.
Primary Responsibilities
Be able to provide a courteous, friendly and personalized greeting and farewell in accordance with Resavision program.
Inputs new corporate/travel agencies into the T/A master and update rates accordingly.
Ensure that all information relating to a reservation is keyed correctly into the system and is of highest quality, and errors are kept to an absolute minimum.
Ensure knowledge and update of the reservation systems available and are fully conversant with the rates, packages and any special offers available.
Ensure deposit or payment is followed up and accurately updated in PMS and reports
Maintain the cleanness at the working station (office, desk, computer, telephone, stationery).
Optimize occupancy and average room rate in accordance to selling strategy given by Revenue Manager and/or Rev Max team.
Control hotel availability and allotment to maximize hotel revenue. Report immediately to Reservation Manager if hotel availability status changed for decision to close or reopen selling to OTAs.
Available to assist hotel Management to do report related to Rooms
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
Prepares and follow up all arrival information, including 3 day check and same day for non- guaranteed and guaranteed reservations.
Follow up the administration of each booking to help the reception team carry out check- in operations effectively
To be aware of other Accor hotels in Vietnam and assist guest with information relating to sister properties, including sending leads on to relevant team member.
Responsible for being able to explain hotel services and facilities in a positive manner.
Responsible for following up on all guests requests. Ensure response for all guests request within 24 hours of the receipt.
Make sure that the correspondence are correct compared with the data on the Opera system.
Files all contracted room rates according to alphabets of Company names.
Follow the Accor Resavision program upon receiving reservation, modification or cancellation at all times.
Responsible for taking reservations over the telephone, fax or internet and entering into the PMS timely and accurately
Ensure that allotments are processed according to the standards and that any request to increase allotments are approved by the Reservation Manager
Update and inform TA for close of free- sale in timely manner
Follow the Accor Resavision program upon receiving reservation, modification or cancellation at all times.
Minimize No- shows by the reconfirmation of arrivals and checking for duplicate reservations
Ensure to get ETA of VIPs and GIT booking and inform related department
Responsible to maximize hotel revenue with up- selling of rooms, types and services.
Update DPF on daily basis in timely manner
Understand hotel P&P and Accor P&P
Follow up GIT booking, tentative booking, waiting list,
Report immediately to Reservation Manager if any booking released, cancelled or modified which affect the Occupancy or Revenue Forecasting
