Reservation Officer - Oakwood Residence Saigon Dist. 7

GENERAL MISSION

- To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets.

- To assist guest and ensure their stays at the hotel are comfortable and an experience to remember.

RESPONSIBITIES AND MEANS:

- To Understand hotel P&P and Ascott P&P

- To oversee and control daily tasks when on duty.

- To supervise all agents and develop them in order to handle reservation tasks properly.

- To handle all group tours/ conventions from the initial blockage to the rooming lists.

- To record all reservations neatly and accurately on prescribed forms.

- To assist in the day-to-day operations of the reservation

- To manage telephone, fax and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times

- To maximize hotel revenue with up-selling of rooms, types and services.

- To identify new contacts and pass sales leads on to the relevant sales office

- To produce quotations and written confirmation to all clients

- To follow up on all guests’ requests. Ensure response for all guest’s request within 24 hours of the receipt.

- To Ensure that all information relating to a reservation is keyed correctly into the system and is of highest quality, and errors are kept to an absolute minimum.

- To monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business

COMMERCIAL RESPONSIBILITIES:

- To check any no-show and cancellation report with the correspondence and keep the record in the file.

- To ensure bookings are guaranteed and no-show charges/late cancellation charges are applied where appropriate; and Reservations policies and procedures are followed to ensure Guest satisfaction

- To coordinate with the travel agent and update the room allotment.

HUMAN RESPONSIBILITIES:

- To report for duty punctually wearing the correct uniform and name badge at all times.

- To provide a courteous and professional service at all times.

- To maintain good working relationships with your own colleagues and all other departments.

- To have a complete understanding of and adhere to the hotel’s policy relating to Fire, Hygiene, Health and Safety.

- To maintain a high standard of personal appearance and hygiene at all times.

- To have a complete understand of the hotel’s employee handbook and adhere to the regulations contained within.

- To maintain the cleanliness of the working area.

- To carry out any other reasonable duties and responsibilities as assigned.

RELATIONSHIP:

- Establish Effective relations with all people, maintains the highest level of professionalism, ethic and attitude towards all hotels guest, clients, head of department and employees.

REPLACEMENT AND TEMPORARY MISSION:

- To be flexible and willing when asked to fill in any areas where needed to help out in emergency or difficult circumstances as assigned or required by Director of Sales/ Reservation Supervisor.

- To be ready and responsible to perform any other duties as designated or required by Director of Sales / Reservation Supervisor from time to time.

- This job description is subject to change in accordance with business requirements and may be viewed and updated as necessary.

2. Meal allowance

3. 14 paid day on leave per year

4. Full insurance regime under current labor law, plus Premium health care insurance, 24/24 accident insurance

5. Professional training and personnel activities organized periodically

6. Career development opportunities at internal organizations

7. Other modes of Vietnam Labor law

- Vocational Certificate in Hotel Management, Business Administration or Bachelor’s degree in Hotel Administration, Business Administration or equivalent.

- 1-year related experience or 6 months experience in reservations/front office or an equivalent combination of education and experience or fresh graduate.

- English Level: Highly articulate in English language, both written and spoken

- Strong strategic thinking, Creative, outgoing, highly developed interpersonal skills and organizational skills.

- Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

- Problem solving and organizational abilities.

- Proficient in the use of computer

• Updated resume (CV)

• A latest photo

• Identification and other relevant degrees/ qualifications.

• Health certificate