Reservation Agent - Nhân viên đặt phòng

• Hạn nộp: 22/03/2024
• Mức lương: 8 - 12 triệu

Thông tin cơ bản

Mô tả công việc

Will be discussed during interview

Quyền lợi được hưởng

Salary, service charge, meals, uniform, training opportunities and job opportunities

Yêu cầu công việc

Administration

• Responsible to ensure that all information relating to a reservation is keyed correctly into PMS and is of the highest quality, and errors are kept to an absolute minimum. This practice will allow the production of true and correct statistical information, which will in turn enhance the overall Hotel operation.

Training and Human Resources

• To understand, be supportive, helpful and encourage all colleagues.

• To attend weekly and monthly meeting with the sales team

• To maintain a good working relations with all departments and all external contacts.

• To coordinate functions and activities with other departments professionally.

• Treat customers and colleagues from all cultural groups with respect and sensitivity

• Exercise maximum collaborations with colleagues and customers.

• Personnel management

• Attend related seminars and training whenever required on management skilss.

• Emphasizing on team work to colleagues.

• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation

• Treat complaints of harassment and discrimination promptly and confidentially.

• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

• Participate in scheduled training and development programs as required by your Department Manager to improve self and department standards and attend departmental meetings as required

Guest Service Responsibilities

• To ensure all leisure complaints received are reviewed and investigated with Senior Sales Manager Leisure then discussed with Director of Sales and review follow-up action by sales persons.

• To assist in the meeting and greeting of VIP guests as required

Responsibilities & Means

• The Reservations Agents is responsible and accountable for all operations in relation to the Reservations Agents area of the Hotel whilst on duty. All computer input, manual filing procedures and statistical information relevant to reservations must be of high quality. You should strive to provide the most comprehensive and accurate information, to telephone callers, guests and other staff and Departments of the Hotel

Technical Responsibilities

• To ensure that every booking made by a travel agent contains the relevant travel agent name. This will ensure at all times that, the travel agent receives the correct commission on time, and the Hotel does not at any time forfeit revenue due to overpayment of unnecessary commission amounts.

• Responsible for ensuring that all reservation filing and correspondence is carried out daily. Filing must be strictly monitored and filed in a way, which ensures that all information is quickly on hand and easily located by all staff within the Front Office.

• Receives, processes and confirms all room reservations channeled through the efficiently and courteously:

-Telephone

-In person

-Facsimile

-Telex

-Email

- Sales department

• Ensuring that reservations are processed based on the established room availability, applicable rates and billing arrangements.

• Direct entry into the system with all necessary information and follow Accor Reservation standard (ResaVision) with following details

-Arrival date

-Departure date

-Number of room/type

-Rate applicable

-Guest’s name(s) & number of guests

-Company’s name, if any

-Contact person

-Telephone contact

-Mode of payment

-Estimated time of arrival

-Estimated time of departure

-Special requests

-Guarantee method

-Code segment, TA1, TA2

-Guest history

• Follow-up on letters of undertaking for credit arrangements and copies to Front Desk and Accounts for their follow-up.

• Files all manual reservations slips according to dates of arrivals for the month at the end of each day.

• Write all meal vouchers of any pre-confirmed arrangements for reservations and forwards to Event Manager one week before arrival date.

• Prepares room reservations confirmation within the same day of enquiry for the Reservation Manager or DOSM’s verification prior faxing /telexing or mail.

• Files manual sheet for credit card withdrawal for hot deals bookings

• Ensures that the office areas are neat and tidy at all times.

• Ensures that all telephone calls channeled through the reservation extensions are answered within three rings.

• Provides general information on hotel restaurants, bars and facilities.

• Performs all duties common to rank and file staff and any other duties as may be assigned by the Front Office Manager or Reservation Manager.

• Handles requests for complimentary items, airport transfers as well as other amenities that may arise from time to time.

• Handle all advance deposits received by crediting the amount into the correct guest’s folio and issuing receipt to the sender

• Sells room rate by following Revenue Manager ‘s recommendations.

• Works on the computer system and maintains the computer discipline at all times.

• Attends meeting and training programs.

• Adheres to Hotel’s policies and procedures.

Commercial Responsibilities

• The Reservations Agents has a major responsibility in conjunction with the Front Office Manager and Reservation Manager to ensure that at all times, Sofitel Metropole Hanoi is operating at maximum occupancy levels and the following is achieved.

- Upselling the property where at all possible

- Being constantly aware and in touch with forecasted occupancies for the future

- Being aware of group block bookings or allotments which may or may not have been utilized

- Being constantly aware of all rates and rate structures in place within Hotel Sofitel Metropole Hanoi and to whom they are applicable

- Being constantly aware of all promotions, packages and special rates that may be applicable, ensuring that at all times Sofitel Metropole Hanoi 's preferred market mix is protected

- Responsible for ensuring that every reservation contains the correct and applicable information. This will alleviate guest concerns during the check in and check out procedure.

Replacement and temporary mission

• He/she may be call upon to undertake responsibilities outside her own area and work in other DEPARTMENTs in the hotel for a specific period of time.

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

Yêu cầu hồ sơ

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