Reservation Manager

3 months ago

Hà Nội, Vietnam Khách Sạn Dusit Le Palais Tu Hoa Hanoi Full time

**Hạn nộp**: 15/11/2024 Mức lương: Thỏa thuận
Nộp hồ sơ ứng tuyển
THÔNG TIN CƠ BẢN
Số lượng
1
Nơi làm việc
Quận Tây Hồ - Hà Nội
Giờ làm việc
Khác
Loại hình
Khách sạn/ Khu căn hộ
Ngành nghề
Kinh doanh & tiếp thị
Vị trí
Trưởng ca/ Giám sát
Cập nhật
14/10/2024 10:05
MÔ TẢ CÔNG VIỆC
SALES ROLES
Ensure all team members are up-to-date with hotel product knowledge, including room types, rates, features and facilities, food and beverage outlets & promotions, spa and health club, and all other services.
Be fully aware at all times of the sales strategy, rates, packages, and booking status of the hotel.
CUSTOMER SERVICE ROLES
Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
Ensure that customer services are provided to local tour operators and travel agencies in a friendly and expedient manner.
Work closely with the Operations team, Front Office, and Accounts to ensure a smooth, accurate, and efficient guest experience on check-in, meal plans, value inclusions and promotion or package offers, rates, and billing.
Communicates effectively with all guests and colleagues.
Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
Ensure that alternative dates, waitlists, or sister hotels are offered to guests in overbooked situations.
ADMINISTRATIVE ROLES
Observe and ensure that the Reservation team is operating effectively and in line with Dusit International's Standard Operating Procedures and guidelines.
Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager.
Follow up on tentative bookings and update reservation status.
Ensure that all Dusit International Standard Operating Procedures are being adhered to, by providing regular training to all team members.
Provide training in all aspects of reservations operations to the Reservations and Front Office teams to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and guest satisfaction.
Maintaining high standards of data quality through regular data cleansing activities.
Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
Ensures that the reservations team replies to all guest requests within 24 hours of receipt.
Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors, and other inaccuracies, as well as guest data privacy and security.
Reviews no-shows and canceled reservations, and processes all penalty charges according to the hotel’s cancellation policy.
Performs other duties as assigned by the Director of Sales & Marketing.
Manage the expected arrival list daily to ensure reservation details are updated correctly according to correspondence and the Dusit International Standards before providing them to all concerned departments.
Ensures that the reservations team understands and applies hotel policies for no-shows, cancellations, credit, and pre-payment policies.
Ensure daily trace/follow-up reports are handled according to the requirements.
QUYỀN LỢI ĐƯỢC HƯỞNG
Uniform
Duty Meals
Insurance policy per current labor law.
Accident Insurance 24/7
Monthly service Charge
Annual Health Check
Participating job training, skill training by international hotel standards.
Hotel's Activities
Other benefits per Vietnam labor law.
YÊU CẦU CÔNG VIỆC
Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
Minimum of 5 years in relevant experience in a similar capacity.
Able to conduct training by using the Microsoft office or other programs which are related.
In-depth knowledge of functionally and usage of OPMS and all related systems and its day to day support.
Good knowledge of Microsoft office programs, Excel is preferred
Enthusiastic and self-motivated, according to Dusit International’s core values.
Ability to communicate effectively and professionally written and spoken English.
YÊU CẦU HỒ SƠ
Please send your CV in English

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