Liberte HR is partnered with an international 5-star hotel located in the heart of Orchard Road to source for a Reservations Executive. The role is responsible for ensuring smooth and efficient operations within the Reservations department, aimed at delivering exceptional guest service and maximizing room revenue to meet and exceed revenue goals.
Responsibilities:
- Processing and updating reservations accurately and promptly.
- Managing guest requests, billing instructions, and reservation details in the system.
- Maintaining accuracy in capturing guest preferences and reservation details.
- Conducting quality control checks on daily reservations.
- Following up on no-shows and late cancellations from the previous day, applying charges as needed.
- Monitoring loyalty program redemptions and taking appropriate actions.
- Ensuring successful virtual credit card transactions and resolving any issues.
- Reviewing reservations for upcoming arrivals and processing deposit payments.
- Responding to email and phone inquiries promptly.
- Maintaining a strong knowledge of hotel products and services.
- Creating special rate codes and supporting group bookings and packages.
- Processing group rooming lists and managing group block cutoffs per contract terms.
- Handling approvals and documentation for waiver requests related to no-show or late cancellation charges.
- Ensuring accurate filing of records and managing billing documentation.
- Supporting exceptional guest service delivery by collaborating with stakeholders.
- Identifying upselling opportunities to maximize revenue.
- Liaising with the sales team to follow up on new accounts and group business.
- Protecting rate integrity for contracted accounts and coordinating rate information requests.
- Submitting timely reports and maintaining proper document organization.
- Adhering to all company policies and standards for reservations procedures and systems.
Qualifications:
- At least 2 years of relevant experience in a similar role with a large 5-star hotel chain.
- A relevant diploma or degree in business or a related field.
- A passion for delivering an outstanding guest experience.
- Accountability and a positive approach to seeking performance improvements.
- A focus on driving the hotel's success.
- A proactive, confident, and reliable attitude.
- Commitment to personal growth and team development.
- Flexibility to adapt to changing business needs.
- Strong teamwork skills to collaborate effectively with various stakeholders.
- A disciplined approach to ensure tasks are completed promptly.
