Reservations Agent

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

PRIMARY RESPONSIBILITIES:

Sale Role:

1. Be knowledgeable of all hotel facilities/services, hours of operation.
2. All guest room layouts, bed types, décor, appointments, and locations.
3. Room availability for any given day.
4. Restricted dates, rates, and room types.
5. All room rates, packages, and promotions.
6. Specific arrangements between hotel and travel agencies, corporate reservations center.
7. 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:

1. Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
2. Communicate effectively with all guests and colleagues.
3. 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.
4. Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
5. Provide additional guest service such as transportation, visa requests, restaurant reservations, and tours.
6. Offer alternative dates, waitlists, or sister hotels to guests in overbooked situations.

Administrative Role:

1. Adhere to all Dusit International Standard Operating Procedures.
2. Maintain high standards of data quality through regular data cleansing activities.
3. Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
4. Reply to all guest requests within 24 hours of receipt.
5. 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.
6. Able to understand hotel policies for no-shows, cancellations, credit, and pre-payment policies.
7. Handle daily trace/follow-up reports according to the requirements.

RELATIONSHIP

Work with reservation leaders to assist in effectively managing and operating the reservations department to meet the business goals of the hotel and maximize guest satisfaction. Maintain clear and complete booking correspondences 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

1. Understand the roles of Sales, GSOs, and Front Office in relation to the role of reservations.
2. Liaise with IT in reporting faults on telephone lines or computer network.
3. Proactively promote other sister properties of the Dusit Hotels and Resorts.
4. Maintain a good working environment within the department and 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:

1. Opera Property Management System (OPMS)
2. Sabre SynXis CRS
3. Serenata NetHotel Profile Management
4. GDS Interface (GDS)
5. Oasis Hospitality Software (PMS for China Properties)

COMMERCIAL RESPONSIBILITIES

Maintain a 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

1. Adhere to the grooming standard and the hotel’s policy and ensure that the reservations team follows the same.
2. Maintain good relationships with colleagues and other departments.
3. Develop oneself to be able to grow in the company.

OTHERS

1. Continuous learning through own IDP.
2. 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 subordinates. Proud to belong and 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.

JOB REQUIREMENT:

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