Reservation Sales Officer (Hotel Rooms)

JOB SUMMARY

1. Respond quickly and efficiently to all reservations-related requests made by prospective hotel guests, corporate bookers, travel agents and co-workers. Promotes room sales through phone contacts and maintains a good relationship with business contacts. Assist the Reservations Manager to ensure the smooth operation of the department. This includes monitoring the department activities and development, recommending changes when necessary to improve quality of work.
2. Also be responsible for the processing of group in Marsha and Fidelio. Liaise and communicates effectively with the relevant departments (e.g Sales & Marketing, Catering Sales, Front Office, Food & Beverage) for all group related co-ordination.
3. Also, to contribute positively to Engagement Survey results by being positively in all aspects of departmental & inter-departmental issues.

JOB DUTIES AND RESPONSIBILITIES

1. Processing and follow-up of all FIT and Group reservations.
2. Take charge of the systematic and orderly filing of all reservation correspondence.
3. Keeps the Reservations Manager and Revenue Manager informed of daily/ last minute group reservation development and closely co-ordinates with the Reservation Manager & Revenue Manager for system updates and forecast changes.
4. Maintain an effective trace system for all bookings to ensure timely follow-up is done.
5. Monitors and be responsible for group booking activities, check all the details and clean up in Opera diligently 3 days prior based on the 1st arrival guest.
6. Actively perfect sell at 100% occupancy by checking on pre blocks.
7. Meet or exceed monthly upsell and maintain abandon calls goals at or below 3%.
8. Liaise with the Room Controller / Front Desk team for room assignments and keys preparation prior to the group's arrival for VIP group (as and when needed).
9. Assists in the group's check-in upon arrival and if required during office hours and co-ordinate with the group/ tour leader or organizer for any special arrangements (as and when needed) for leisure groups.
10. Attend the pre-con meetings for VIP groups if required.
11. Prepares group cover sheet 3 days prior arrival and circulates to the necessary departments for Wholesaler groups.
12. Communicates and process No-Show/Cancellation charge or refund.
13. Update Reservations Manager monthly on group commission accrual.
14. Weekly commission clearances on verification / investigation.
15. Handling of guest's complaints and resolving guest's issue when required.
16. Responsible for other administrative duties (e.g. preparation of reports and data collection) as assigned by the Reservation Manager.
17. Responsible for maintenances of good Group data standard in both Marsha and Opera, ensuring the rate set up and clean up are performed periodically for individual groups.
18. As and when required, support Reservations Manager in ensuring smooth operations, including sufficient phone coverage, daily duties distribution, obtain and inform briefing notes.
19. Discharges function in accordance with the hotel policy
20. Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

• Minimum GCE O levels and/or Diploma in Hotel Management.
• At least 1 year of relevant experience in handling Hotel Reservation Room Sales will be an added value.
• Good interpersonal, communication & administrative skills.
• PC literate.
• A great team player.
• Able to start work immediately or within short notice period.