JOB SUMMARY
The Reservations and Communication Agent is an integral member of the Revenue & Reservations department. The individual is responsible for selling the hotel and providing information to prospective guests, to capture sales from the incoming inquiry and coordinate details of each reservation to ensure the guest's satisfaction. The incumbent is also responsible for the smooth operations of all communication channels, answering internal and externals calls of the hotel.
THE ROLE
- Maintain a high level of product and service knowledge of Capella Hotels Group.
- Understand and accountable for the correct market segmentation & booking source recorded properly in property's PMS, reported to Revenue & Reservations Manager.
- Be proficient and knowledgeable on all room categories, room types, selling strategies, room rates, promotions, and benefits of all packages.
- Understand and strictly follow hotel's policies in terms of guarantee, payment and cancellation.
- Ensures consistent delivery of personalized service when answering all incoming and outgoing reservation calls with proper telephone etiquette.
- Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
- Process and manage profile properly in property's PMS including individual, company, travel agent, group, and source profile. Identify repeat guests, accommodate and document special guest request, preferences under appropriate system(s) and effectively communicate this information to the relevant department.
- Process all reservation requests, changes, and cancellations received directly via phone, or mail from individual, ad-hoc group, corporate, wholesale, tour operator, travel agency, non-qualified local travel agency, consortia and special rates (complimentary, house-use, voucher, owner rate, industry, long stay, employee, friend & family, GM/DOSM offer)
- Process all reservation requests, changes, and cancellations received via all online channel: GDS channels, hotel websites, GHA website, and OTA platforms.
- Provide rate proposal with correct availability, room type, rate, and item inventory.
- Be the liaison between OTAs, Travel Agencies and the hotel in communicating and managing of rooms inventory sales and to ensure that rate parity is enforced.
- Provide confirmation/cancellation numbers with clear explanation about hotel's guarantee, payment & cancellation policy. Also responsible for following up with all payment deadline to ensure all reservations are secured by timely manner.
- Proactively engage in upselling of guest rooms, cross-selling hotel services (e.g. transportation) and amenities to maximize potential revenue.
- Process group reservations by input on OPERA PMS correctly based on group contract & rooming list.
- Understand basic functions of CRS (Central Reservation System) in order to ensure data synchronization between PMS & CRS.
- Acknowledge and response to all message received via OTA platforms.
- Check the validity of all commissions claimed by OTAs, Travel Agencies, then prepare and submit back-up documents of all eligible bookings to Finance Department within given deadline.
- Operate telephone switchboards and responsible for answering all incoming calls (internal & external). Ensure complete connections and smooth communication by consistent delivery of personalized service with proper telephone etiquette.
- Assists in transferring external calls to correct department.
- Assists, or provide guideline to guest when they making phone call (local, international, other guest room).
- Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Be confident in answering questions regarding hotel information.
- Be prepared for any emergencies situation that may arise, strictly follow hotel's protocols and take action in a timely manner. Assists on cross-departmental communication if any emergency situation happened.
- Assists in taking In-Room Dining order from guests and input the order to appropriate system.
- Effectively communicate with all departments when receiving guest service requests and ensure that proper recordings of requests are logged in the appropriate system (e.g. KnowCross).
- Assists Lost and Found department when receiving request from guest, identify the lost item(s) and collaborate with Front Office and Housekeeping Department to return the item(s).
- Handle any service Glitches and report it under appropriate system, ensure that corrective response and service recovery follow ups are actioned in a timely manner.
- Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.
- Answer guest questions about all dining venues and provide anticipatory service by asking relevant questions to better understand guests needs to determine the most appropriate venue.
- Process reservation inquiry for all dining venues and input in the appropriate system (e.g. SevenRoom), or direct to Outlet/Event Sales as advance food selection, custom menus, sales contract or advance deposits may be required, and a banquet event order should be issued.
- Be knowledgeable on hotel membership program(s) (e.g. Capella Social Club) in order to provide further assistance or answering related questions about the program & promotions.
TALENT PROFILE
Qualification
- A Bachelor's degree in Business Management or equivalent
Work Experience
- 6 – 12 months experiences in similar role at luxury hotels/resorts
Technical Skills
- Competent computing skills (e.g. Microsoft Office)
- Strong working knowledge of Property Management and Customer Relations Management system (e.g. OPERA)
