Reservation Assistant

Job Brief

Record and process all reservation inquiries made by phone, fax or email efficiently and accurately and assist to achieve hotel targets.

Job Responsibilities

1. Record and process all reservations made through phone/fax/email/online distribution channels on a daily basis. To ensure that all reservations are updated accurately.
2. Ensure all calls are handled in a professional and efficient manner.
3. To be well versed with the facilities and services offered by the Hotel.
4. To be well versed in room product i.e. rates, layout, configuration, benefits, amenities, etc.
5. Track all turn down, confirmed and number of calls.
6. Manage FIT & Group reservations.
7. Manage “no show” reservations accordingly.
8. To be aware of close dates and need periods to maximize sales opportunities.
9. To fully understand market segmentation of hotel.
10. Monitor the reservation levels and inform Managers of current and future occupancy rates.
11. Ensure all effort is made to convert the guest/caller.
12. Upsell the guest at every opportunity.
13. Other responsibilities as assigned by the Reservation Manager.
14. With the above mentioned tasks you will be able to achieve all your Key Performance Indicators (KPIs), which are:
15. 50% conversion of incoming reservations calls
16. 100% correct entry of all guest information
17. 25% upselling of calls
18. Minimum of 2 hours training per month

Job Requirements

1. Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel.
2. Good comprehension of English & Bahasa. Knowledge of Mandarin or dialect will be an added advantage.
3. Professional communication skills.
4. Ability to upsell and convert the caller.
5. Attention to detail in data entry.