HSE Manager Villa Experience

o All hotel facilities / services, hours of operation.

o Room availability for any given day.

o Restricted dates, rates and room types.

o All room rates, packages and promotions.

o Specific arrangements between hotel and travel agencies, corporate reservations center.

o Entertainment / special events scheduled in the hotel.

• Take personal responsibility for driving up selling, achieving set revenue targets by months.
• Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.

Customer Service Role :

• Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
• 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.
• Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Provide additional guest service such as transportation, visa requests, restaurant reservations and tours.
• Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.

Administrative Role :

• Adhere to all Dusit International Standard Operating Procedures.
• Maintain 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.
• Reply 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.
• Able and understand hotel policies for no-shows, cancellations, credit and pre-payment policies.
• Handle daily trace / follow up reports according to the requirements.

RELATIONSHIP

• Assist reservation leaders to effectively manage and operate the reservations department in order to meet the business goals of the hotel and maximize guest satisfaction.
• Maintain clear and complete booking correspondences in order to properly communicate with the Front Office team to achieve guest satisfaction.
• Interact with all customers (internal and external) in a friendly, helpful and expedient manner.

ACCOUNTABILITIES

• Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations.
• Liaise with IT in report and faults on telephone lines or computer network.
• Proactively promote other sister properties of the Dusit Hotels and Resorts.
• Maintain a good working environment within the department, and also maintains a positive working relationship with other departments in the hotel.

TECHNICAL RESPONSIBILITIES

• Knowledge of technical and managerial applications of the following systems and their utilization:
• Opera Property Management System (OPMS)
• GDS Interface (GDS)
• Oasis Hospitality Software (PMS for China Properties)

COMMERCIAL RESPONSIBILITIES

• Maintain high level of effective communications with guests and colleagues.
• Exercise and ensure proper selling and up-selling techniques to help in generating maximum revenue for the hotel.

HUMAN RESOURCES RESPONSIBILITIES

• Adhere to the grooming standard and the Hotel’s policy and ensure that the reservations team follow the same.
• Maintain good relationship with his/her colleagues and other departments.
• Develop him/herself to be able to grow in the company.

OTHERS

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

ACCOUNTABILITIES

• Represent Dusit’s brand and its values at all times. Establish relationships and foremost deliver an exceptional guest experience and promote Thai graciousness.

COMPANY’S CULTURE

• Communicate and fully embrace the Company’s culture (our Vision, our Mission and our Values), lead by example and cascade to all your subordinates – “Proud to belong and to contribute”.

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and databases, both hard copy and electronic. Adhere to Dusit Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

MINIMUM REQUIREMENTS

• Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
• Minimum of 1 year in relevant experience in a similar capacity.
• Basic experience with OPMS and all related system and its day to day support.
• Good knowledge of Microsoft office programs.
• Enthusiastic and self-motivated, according to Dusit International’s core values.
• Ability to communicate effectively and professionally in written and spoken English.