[NOVOTEL CAM RANH RESORT] - Reservation Agent

JOB DESCRIPTION

This position is responsible for handling reservation enquiries and bookings efficiently and accurately, providing excellent service to guests and contributing to the achievement of the Reservations department's goals and the hotel's overall guest satisfaction and revenue targets.

Reservations Responsibilities 

• Handle reservation enquiries and bookings via telephone, email, fax and other channels according to standard guidelines, ensuring accurate and individualized information is provided to guests.
• Accurately input and update guest reservation details, preferences and special requests in the system.
• Apply up-selling and cross-selling techniques to promote room categories, packages and hotel services.
• Follow current promotions, rates and availability to provide guests with accurate and up-to-date information.
• Process reservation confirmations, amendments and cancellations in a timely and accurate manner.
• Coordinate with Front Office and other departments to ensure guest requests and special arrangements are properly communicated and fulfilled.
• Maintain complete knowledge of all food & beverage services, hotel outlets and facilities to promote hotel products and services effectively.
• Ensure smooth shift handover with accurate and complete pass-on information to the next shift.
• Report any system or equipment issues to the Reservations Supervisor or IT/Maintenance department as needed.
• Assist in preparing daily reservation reports and statistics as required.
• Support the coordination of new rate offers, including communicating updates and testing accuracy in the system.
• Coordinate and communicate with other departments to ensure smooth daily operations.

Other Responsibilities

• Be aware of the hotel's fire & life safety and emergency procedures.
• Attend all briefings, meetings and trainings as assigned by management.
• Maintain a high standard of personal appearance and hygiene at all times.
• Perform other reasonable duties as assigned by the Management.

• 100% salary during probation & pre-opening service charge.
• Daily Shuttle Bus.
• One duty meal per shift.
• Professional training programs from Accor Academies.
• International & professional working environment.
• Accor Bienvenue - Worldwide room rate benefits.
• Employee Engagement Activities.
• 13th-month salary & Performance bonus.

Knowledge and Experience 

• High school or vocational diploma; a degree in Hospitality/Tourism is an advantage.
• Minimum 6 months to 1 year of experience in a similar role or in guest services/tele-marketing.
• Good reading, writing and oral proficiency in the English language.
• Proficient in MS Excel, Word & PowerPoint, and familiar with hotel reservation systems.

Competencies

• Good communication and customer contact skills.
• Service-oriented with an eye for detail.
• Ability to work well in stressful & high-pressure situations.
• A team player with a positive attitude.
• Good telephone etiquette and active listening skills.
• Well-presented and professionally groomed at all times.