Reservation Officer

BASIC FUNCTION:

To handle reservation tasks efficiently and accurately, ensuring proper processing of bookings, amendments, cancellations, and guest requests in accordance with hotel SOPs and brand standards. The Reservation Officer plays a key role in ensuring operational accuracy, guest satisfaction, and smooth communication flow within the Reservations Department, relevant departments and clients.

DUTIES AND RESPONSIBILITIES:

1. Process all reservation requests including new bookings, amendments, cancellations, and modifications accurately and in a timely manner.

2. Ensure all reservation details are correctly entered, updated, and maintained in the Property Management System (PMS) at all times.

3. Verify booking details such as guest information, arrival/departure dates, room types, rates, special requests, etc.

4. Ensure all reservation records are properly documented and filled according to hotel procedures.

5. Follow all reservation SOPs and operational guidelines strictly at all times.

6. Handle guest enquiries professionally, courteously, and efficiently via telephone, email, or other communication channels.

7. Provide accurate information regarding room availability, hotel facilities, services, promotions, and policies.

8. Identify upselling opportunities through personalized recommendations for room categories and hotel services.

9. Ensure guest requests and preferences are well- handled and properly communicated to relevant departments.

10. Maintain a high level of service quality to support guest satisfaction and positive guest experience.

11. Assist in resolving minor reservation-related issues when required.

12. Ensure effective and professional communication with guests, external business partners, and internal hotel departments to support smooth reservation operations and service delivery.

13. Ensure proper filing, documentation, and maintenance of reservation records. 14. Support on checking and validating monthly invoices of OTAs commission and hotel booking engine.

15. Monitor booking updates and ensure all changes are reflected correctly in the system.

16. Adhere to all hotel policies, procedures, and brand standards in daily operations. 17. Support the Reservations team in daily operational tasks as assigned.

18. Assist in maintaining smooth workflow within the department.

19. Report any discrepancies, system issues, or operational concerns to supervisors.

20. Support group bookings and special arrangements when required.

21. Other tasks as Supervisor and Managers assigned

- Competitive salary .

- Meal, accommodation, transportation, and phone allowances

- Enntitlement to Service Charge and hotel facilities/benefits in accordance with Company policies

- Full employee benefits in compliance with the Vietnamese Labor Law and Social Insurance regulations

CRITERIA:

1. Preferably with experience in hospitality, hotel operations, or customer service environment.

2. Basic knowledge of hotel reservation operations is preferred.

3. Being familiar with Hotel PMS systems such as Opera is an advantage.

4. Proficient in Microsoft Office applications.

5. Good command of spoken and written English.