Reservations Executive

PURPOSE AND SCOPE OF ROLE
The role of the Reservations Executive is to handle all activities pertaining to Reservations team in order to achieve highest occupancy target and maximize revenues. She/He liaises closely with sales team to maximize all efforts in the sales and reservation department for all vessels. She/He supports to improve reservations system management with pro-active development and ideas.
Reservations:
•Manage incoming booking enquires (phone, skype, email) from resellers and consumers regards availability, tentative or firm booking
•Process booking confirmation and cancellations in our reservation system and update to booker.
•Communicate with all bookers within min. 24 hrs response time in professional business language
•Use given template and corporate wording to answer all requests professionally
•Collect all needed guest/passenger data pro-actively from bookers and ensure correct data is managed and processes with minimize error on system and email communication
•Prepare passenger/guest manifest for operations
•Support on any last minute booking changes by pro-actively manage the reservation and take initiative to offer best solution for guest / booker
•Liaise and inform operation and suppliers for bookings of extra services
Occupancy Monitoring (Yield) :
•Involve into cross selling and whenever possible offer alternatives to convert leads or enquiries
•Involve pro-actively supervisor or sales team whenever needed to seek support to convert bookings
•Ensure recording of needed data is fully accurate and on time to guaranteed status reports
Service Quality:
•Forward any kind of issues/problems or complaints received from booker (reseller or consumer) to supervisor for further processing
•Handle 24hrs reservation hotline on assignment periodically.
•Support and action that all information on reservation systems are up to date
•Ad-hoc duties as assigned by HOD
Reporting:
•Weekly recording / reporting on reservation topics such as conversion f.e.
•Alert to supervisor pro-actively critical inventory/booking status in particular on groups materialization
•Support with reservation data / figures whenever requested by HOD/Sales team on adhoc basis (system or manual report)
Continuous Improvement:
•Identify areas for continual improvement across Reservations and cross-functional for the Operation & Sales department
•Establishes good working relationship within the reservation department and with other departments

QUALIFICATIONS AND KNOWLEDGE
•Tertiary studies in tourism Hospitality, Economics or Business preferred
•Knowledge of tourism, geography, foreign cultures
•Has the eye for details and works very accurately
EXPERIENCE
•Minimum 1-2 years working experience in Travel Industry, in the reservation of hospitality
•Experience with reservation systems (Opera, Smile or others)
•Experience with online booking via OTA
SKILLS
•Excellent – Written and spoken English
•Excellent – Written and spoken Vietnamese
•Very good - reservation and/or inventory management
•Very good – Excel
•Very Good – Communication and interpersonal skills
•Good - MS Office (Word , Outlook, Power point)
COMPETENCY LEVELS (3 high / 1 low)
Managing Performance: 1
Learning & development: 2
Teamwork: 3
Commitment: 3
Planning and Organizing: 2
Continuous Improvement: 1
Problem Solving and Decision Making: 1
Customer Focus: 3
Influencing: 1
Communicating: 3
SPECIAL REQUIREMENTS
•Flexibility to work overtime from time to time
•Ability to work under pressure