QUALIFICATIONS:

Graduate of Hotel and Restaurant Management or any related course  Preferrably has previous experience in a similar role Has training abilities, reservations, and communications kills.
Has customer service and customer satisfaction skills Must be detail-oriented and organized Must have an excellent interpersonal and problem solving skills

 

DUTIES AND RESPONSIBILITIES:

Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.  Ensure Reservation Department and Front Office staff are constantly aware of room availability and rate to offer.  Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.  Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, hotel facilities and services.  Answer guest inquiries pertaining to hotel services.  Assists and prepare in groups pre-arrival process and also preparing group rooming lists.  Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.   Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.  Verify all reservations taken on the reservation forms are updated on the PMS consistently.  Enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.  Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.  Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.  Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.  Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.  Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.  Train newly recruited reservation and front office staffs in taking reservations, telephone etiquettes, and reservation module on hotel software and processing emails.