Capella Connects Executive (Reservations & Call Centre)

Position Overview

The Capella Connects Executive handles enquiries regarding hotel facilities and services, taking in-room dining orders, and dining reservations through phone call, emails and guest messaging hub. The individual also secure and process reservations for guest accommodations, maximizing hotel room rates and occupancy using effective up selling and suggestive selling methods.

The Role

Call Center Operations

• Provide responses while anticipating and recognizing individual guest needs
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc
• Pass on requests in a timely and accurate manner to appropriate colleagues
• Process in-room dining food orders with accuracy and efficiency
• Input and access data in computer with accuracy and efficiency
• Communicate pertinent guest information to designated departments/personnel
• Promote hotel marketing programs
• Provide responses while anticipating and recognizing individual guest needs

Hotel Reservations

• Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents
• Prepare letters of confirmation
• Process cancellations and modifications and promptly
• Process and monitor advance deposits/prepayment on reservations
• Enter all room sales booking on a timely basis

Talent Profile:

• Minimum Diploma in Hotel Management or equivalent
• Minimum 1 year of experience in similar capacity
• Knowledge of hotel property management systems as well as extranets and central reservations systems and their functionalities