Reservations Sales Officer (Hotel Rooms)

JOB SUMMARY

• Respond quickly and efficiently to all reservations-related requests made by prospective hotel guests, corporate bookers, travel agents and co-workers. Promotes room sales including upselling through phone contacts/emails and maintains a good relationship with business contacts. Assist the Reservations Manager to ensure the smooth operation of the department. This includes monitoring the department activities and development, recommending changes when necessary to improve quality of work.
• Also be responsible for the processing of group in EMPOWER and Opera. Liaise and communicates effectively with the relevant departments (e.g.: Sales & Marketing, Revenue, Catering Sales, Front Office, House-Keeping, Accounts and Food & Beverage) for any reservations related co-ordination.
• Also, to contribute positively to Engagement Survey results, team and individual goals by being positively in all aspects of departmental & inter-departmental issues.

JOB DUTIES AND RESPONSIBILITIES

1. Processing and follow-up of all FIT reservations and Group rooming lists.

2. Take charge of the systematic and orderly filing of all reservation correspondence.

3. Keeps the Reservations Manager and Revenue Manager informed of daily/ last minute group reservation development and closely co-ordinates with the Reservation Manager & Revenue Manager for system updates and forecast changes.

4. Maintain an effective trace system for all bookings to ensure timely follow-up is done.

5. Monitors and be responsible for group booking activities, check all the details and clean up in Opera diligently 3 days prior based on the 1st arrival guest.

6. Actively perfect sell at 100% occupancy by checking on pre blocks.

7. Meet or exceed monthly upsell and maintain abandon calls goals at or below 3%.

8. Liaise with the Front Desk team for room assignments and keys preparation prior to the group’s arrival for VIP group (as and when needed).

9. Communicates and process last minute, no-show and cancellation charges or refund.

10. Update Reservations Manager monthly on group commission accrual.

11. Weekly commission clearances on verification / investigation via CTAC.

12. Handling of guest’s complaints and resolving guest’s issue when required.

13. Responsible for other administrative duties (e.g., preparation of reports and data collection) as assigned by the Reservation Manager.

14. Responsible for maintenances of good Group data standard in both EMPOWER and Opera, ensuring the rate set up given by Revenue and clean up are performed periodically for individual rate code.

15. As and when required, support Reservations Manager in ensuring smooth operations, including sufficient phone coverage, daily duties distribution, obtain and inform briefing notes.

16. Discharges function in accordance with the hotel policy

17. Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

• Minimum GCE 'O' levels and/or Diploma in Hotel Management.
• At least 1 year of relevant experience in handling Hotel Reservation Room Sales will be an added value.
• Good interpersonal, communication & administrative skills.
• PC literate.
• A great team player.
• Able to start work immediately or within short notice period.