Peoples' Friendship University of Russia

Reservation Supervisor tại ZENEDEN GROUP

1. Team Leadership and Supervision • Lead, train, and manage a team of Reservation Agents, ensuring that all team members are well-equipped to perform their duties. • Provide guidance, support, and ongoing training to ensure the team delivers excellent customer service and meets departmental goals. • Monitor performance, set goals, and conduct regular performance evaluations for the reservation team. • Managed up to 6 team members in the hotel operations, currently overseeing a team of 3. • Responsible for managing approximately 150 rooms, with daily transaction volumes varying depending on occupancy, averaging 20-30 transactions per day. • Proficient in utilizing eZee PMS and Smile systems for effective hotel management. 2. Reservations Management • Oversee the reservation process for all booking channels, including phone, email, OTAs, Social Network Sites (Facebook, Zalo, WhatsApp), and the hotel’s direct website. • Ensure all reservations are processed accurately and efficiently, with attention to detail in room allocation, special requests, and payment details. • Monitor room availability and coordinate with the Front Desk and Revenue Management teams to optimize occupancy and revenue. • Focused on coordinating payments primarily for direct bookings, collaborating closely with the reservations team. • Verified transactions from various platforms, including Booking.com, ensuring accuracy and efficiency. • Managed prepaid bookings by providing necessary card information to the front desk, ensuring that the POS system maintained by the front office held the processed payments securely. 3. Revenue Management Support • Work closely with the Revenue Manager to implement and adjust pricing strategies based on demand, occupancy levels, and market trends. • Assist in managing overbooking situations and ensure that inventory is allocated to maximize profitability while maintaining guest satisfaction. • Analyze booking patterns and trends to make recommendations for adjustments in pricing or promotional strategies. • Prepare and maintain daily, weekly, and monthly revenue reports, including occupancy, ADR, RevPAR, and other key performance indicators. 4. Customer Service Excellence • Ensure that all reservations-related inquiries, including special requests and complaints, are handled professionally and promptly. • Resolve any guest concerns or issues regarding their bookings, ensuring that problems are addressed and corrected quickly. 5. Collaboration with Other Departments • Liaise with Front Desk, Housekeeping, and Sales teams to ensure smooth guest arrivals, check-ins, and room assignments. • Work with the Sales team on group bookings, corporate accounts, and event reservations, ensuring all requirements are met. • Work with the Finance team on guest payment and billing issues, as well as with partners (OTAs, TAs, exclusive partners). 6. Operational Efficiency • Manage the daily operations of the reservation system, ensuring it is running smoothly and effectively. • Oversee the handling of reservation amendments, cancellations, no-shows, and other changes in a timely manner. 7. OTA and Online Presence Management • Oversee and manage hotel listings on OTAs (e.g., Booking.com, Agoda, Expedia, Ctrip) and ensure that rates, availability, and content are up-to-date. • Ensure that guest reviews on OTAs and other platforms (Google & TripAdvisor) are monitored, responded to, and addressed in a timely and professional manner. 8. Administer Policies and Procedures • Ensure the reservation team complies with hotel policies, procedures, and standards of operation. • Enforce operational guidelines related to booking confirmations, amendments, cancellations, and special requests.

Reservation Agent tại ZENEDEN GROUP

1. Manage Reservations • Process and confirm hotel reservations accurately via phone, email, online booking platforms, and other communication channels. • Ensure the correct allocation of rooms and rates according to guest preferences and availability. 2. Customer Service • Assist guests with inquiries related to reservations, special requests, room types, and availability. • Provide guests with information about the hotel's amenities, services, and local attractions. • Handle and resolve guest complaints or special requests professionally and efficiently. 3. Work closely with the Front Desk, Sales, and Housekeeping departments to ensure seamless guest check-in/check-out experiences. 4. Respond to customer reviews and ratings on OTAs and platforms like Google/TripAdvisor, addressing feedback in a professional manner. 5. Billing and Payments: • Process pre-arrival payments, deposits, and group bookings. • Verify payment details and follow up on outstanding payments as needed