Reservation Clerk

Summary
- **Place of Work**:

- Reservations Department
- **
Scope and General Purpose of Job**:

- Process reservations efficiently to optimize occupancy and maximize revenue. Your role is crucial in delivering personalized luxury service from the initial inquiry, ensuring a seamless booking experience and contributing to overall guest satisfaction.
- **
Responsible to**:

- Team Leader
- Assistant Reservations Manager
- Reservations Manager

Main Duties:
Administration
- Handle individual and group reservation requests accurately in the hotel reservation system (PMS/CRS).
- Maintain accurate records of cancellations, amendments, and no-shows.
- Ensure the accuracy and integrity of reservation information in the Property Management System (PMS/OPMS).
- Collect comprehensive guest information while creating reservations.
- Review daily arrival reports to ensure data accuracy in the system.
- Ensure all calls and guest inquiries are answered in a timely manner.

Customer Service
- Respond promptly and professionally to guest inquiries, providing comprehensive information about the hotel, room types, services, and special offers.
- Ensure all guest information and preferences are correctly recorded and communicated to relevant departments for a personalized experience.
- Provide courteous and professional service at all times.
- Possess complete knowledge of World of Hyatt programs and benefits to assist guests effectively.
- Possess knowledge of the guest amenities program and process to inform guests and facilitate requests.

** Financial Responsibilities**:

- Convert inquiries to confirmed sales whenever possible to meet hotel targets.
- Actively upsell rooms and services to maximize revenue, including participating in FIT marketing.
- Uphold strict adherence to all financial policies and regulations, including credit and payment procedures, to safeguard financial integrity.

** Marketing & Revenue Contribution**:

- Boost booking value by effectively upselling higher room categories and cross-selling hotel amenities like spa treatments or dining experiences during guest interactions.
- Cultivate strong relationships with local travel agents and other external contacts to expand and strengthen booking channels.
- Ensure all communication reflects the Park Hyatt brand's luxury and personalized service, creating an excellent first impression and fostering guest loyalty.

** Operational Responsibilities**:

- Process all bookings, modifications, and cancellations accurately and on time within Opera PMS and other relevant systems.
- Proactively monitor room inventory and rate availability across all distribution channels. This prevents discrepancies, optimizes occupancy, and ensures rate parity.
- Efficiently manage escalated guest inquiries, booking challenges, and internal departmental requests, ensuring prompt and satisfactory resolutions.
- Consistently deliver Park Hyatt's luxury service standards in all guest interactions, from the initial inquiry to final confirmation.
- Precisely handle VIP, long-stay, and group bookings, effectively communicating any special guest needs to the relevant hotel departments.
- Guarantee all guest details are entered correctly following clean data principles to maintain data integrity.
- Collaborate effectively with the Front Office, Sales, and Revenue teams to ensure a seamless guest experience.
- Strictly adhere to correct service standards and methods as outlined in the department's operation manual.
- Coordinate with the Front Office, Spa, Experience, and F&B departments for any special guest requests.
- Perform all duties with maximum efficiency, utilizing necessary skills and tools effectively.

** Personnel Management & Development**
- Actively Foster a positive and collaborative team environment. Contribute to a supportive atmosphere where teamwork and mutual respect are prioritized.
- Support new team members. Assist in onboarding and mentoring new Reservation Agents, sharing knowledge and best practices to help them integrate smoothly.
- Participate in training and coaching initiatives. Actively engage in departmental training sessions, and potentially assist in coaching peers on reservation and Opera systems.
- Adhere to and promote company values and culture. Embody the core values and service ethos of Park Hyatt, influencing peers by example.
- Actively contribute to team welfare and safety. Be proactive in identifying and raising concerns related to team well-being or safety, and support initiatives that enhance the work environment.
- Engage in continuous personal and professional development. Seek opportunities to enhance skills and knowledge related to reservations, hospitality, and customer service.

** Other Duties**
- Participate in and support special projects or tasks assigned by the Reservations Manager or Revenue Manager.
- Provide support to other Rooms Division departments like Front Office and Sales as needed, especially during peak periods or