Reservation Agent/Nhân viên đặt phòng

• Reservation Agent is responsible for handling all room reservation inquiries, bookings, and requests with efficiency, accuracy, and a warm professional manner. This role serves as the first point of contact for guests planning their stay, ensuring a seamless booking experience that reflects the hotel's commitment to luxury hospitality.

Key Responsibilities

1. Reservation Handling

• Process room reservations via phone, email, and online channels in accordance with hotel standards.
• Ensure accurate data entry of guest details, preferences, and special requests into the PMS system.
• Manage room inventory, rate availability, and confirm reservations promptly.
• Handle modifications, cancellations, and waitlist requests professionally.

2. Guest Communication

• Respond to guest inquiries with warmth, professionalism, and efficiency.
• Provide detailed information about room categories, hotel facilities, packages, and promotions.
• Assist guests with special requests, including room preferences, amenities, and arrival arrangements.

3. Revenue & Upselling

• Maximize room revenue by promoting upgrades, packages, and value-added services.
• Follow rate strategies and yield management guidelines to optimize occupancy and revenue.
• Support sales initiatives by identifying and capturing potential business opportunities.

4. Coordination & Administration

• Liaise with Front Office to ensure smooth handling of guest arrivals, special requests, and VIP arrangements.
• Coordinate with other departments regarding group bookings, package inclusions, and special requirements.
• Maintain accurate records of reservations, deposits, and cancellation policies.

5. Reporting & Systems

• Update and maintain reservation logs, daily reports, and occupancy forecasts.
• Ensure all reservations are properly documented and filed according to hotel procedures.
• Maintain proficiency in PMS, CRS, and other reservation-related systems.

6. Guest Service Excellence

• Anticipate guest needs and deliver personalized service that aligns with the hotel's luxury brand promise.
• Handle guest complaints or issues with discretion, resolving them promptly or escalating when necessary.

Diploma or Bachelor's degree in Hospitality Management or related field.

Minimum 1-2 years of experience in reservations, front office, or customer service within a 4-5 star hotel.

Excellent command of English and Vietnamese (both written and spoken).

Strong telephone etiquette and communication skills.

Proficient in Opera PMS or similar hotel reservation systems.

Good knowledge of reservation procedures, room types, and rate structures.

Detail-oriented with high accuracy in data entry.

Friendly, professional, and service-oriented attitude.

Ability to work under pressure and manage multiple tasks simultaneously.

Team player with a proactive approach.

Flexible to work shifts, weekends, and public holidays.

Competitive salary and allowances as per company policy.

Professional training and development opportunities.

Full insurance and benefits in accordance with Labor Law.

Professional working environment.