Reservation Officer

• Ensures all reservations and related information are input into the reservation system accurately, completely and promptly.

• Responds swiftly to all room booking requests to remain accurate room inventories.

• Update arrival checklists on a daily basis and investigates any inconsistencies immediately.

• Contacts residents prior to arrival to provide assistant with preparation and to clarify any discrepancies regarding their reservation and/or preferences.

• Maintains complete knowledge of all Village features/service, facilities, room types, room numbers, layout, location, policies, daily house count, expected arrivals/departures, room status.

• Reports cancellations and no-shows to Reservation Manager.

• Manages waiting list and informs Resort HR representatives when rooms are available.

• Ensures completion of all departmental daily/weekly/monthly reports in an accurate and timely fashion.

• Ensures working station are kept clean, tidy, organize and secure at all time.

• Maintains an organized and comprehensive filing system with documentation of bookings, schedules, forecast and reports.

• Support Reception Team at Hoiana Village Front Office:

- Prepares and processes all front desk activities, including check-in, check-out, service provision to ensure an optimal level of services and resident satisfaction.

- Handles resident inquiries and problems quickly, efficiently, courteously and in accordance with the Village Code of Conduct and housing policies. And ensures residents are satisfied with services.

- Provides courteous service to residents and responds promptly and tactfully to residents’ requests and enquiries during check-in.

- Adheres strictly to the standard operating procedures, internal rules and regulations, Code of Conduct and other policies of the Village and the department.

- Attends shift rotation, communicates through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation.

- Maintains complete knowledge of all Village features/service, facilities, room types, room numbers, layout, location, policies, daily house count, expected arrivals/departures, room status, upcoming events.

• To comply with all standards of performance, operational policies, practises and procedures.

• Other tasks assigned by Reservation Manager.

• Training & Development

• Accommodation – HOIANA Village

• Annual Leave

• Health checkup

• Employee Shuttle Service

• Uniform

• Two years of experience as Reservation Agent in large-scale Hotels/Resorts or Staff Accommodation Facility.

• Ability to communicate fluently in the English and Vietnamese language.

• Professional communication & presentation skills, both oral and written.

• Well organized, multitask, detail oriented, problem solving.

• Must be able to work self-directed, handle a fast-paced, busy, under pressure and meet deadlines with attention to detail.

• Must have the ability to respond to difficult or stressful situations with tact and diplomacy.

• Microsoft Office knowledge is required.