Khánh Linh

Leverage existing knowledge while continuously seeking learning and growth to achieve work objectives. Seeking a position in a stable, professional environment that offers opportunities for personal and professional development.

1. Team Leadership and Supervision:
- Lead, train, and manage a team of Reservation Agents, ensuring that all team members are well-equipped to perform their duties.
- Provide guidance, support, and ongoing training to ensure the team delivers excellent customer service and meets departmental goals.
- Monitor performance, set goals, and conduct regular performance evaluations for the reservation team.

2. Reservations Management:
- Oversee the reservation process for all booking channels, including phone, email, OTAs, Social Network Sites (Facebook, Zalo, WhatsApp), and the hotel’s direct website.
- Ensure all reservations are processed accurately and efficiently, with attention to detail in room allocation, special requests, and payment details.
- Monitor room availability and coordinate with the Front Desk and Revenue Management teams to optimize occupancy and revenue.

3. Revenue Management Support:
- Work closely with the Revenue Management team to implement and adjust pricing strategies based on demand, occupancy levels, and market trends.
- Assist in managing overbooking situations and ensure that inventory is allocated to maximize profitability while maintaining guest satisfaction.
- Analyze booking patterns and trends to make recommendations for adjustments in pricing or promotional strategies.

4. Customer Service Excellence:
- Ensure that all reservations-related inquiries, including special requests and complaints, are handled professionally and promptly.
- Resolve any guest concerns or issues regarding their bookings, ensuring that problems are addressed and corrected quickly.

5. Collaboration with Other Departments:
- Liaise with Front Desk, Housekeeping, and Sales teams to ensure smooth guest arrivals, check-ins, and room assignments.
- Work with the Sales team on group bookings, corporate accounts, and event reservations, ensuring all requirements are met.
- Work with the Finance team on guest payment and billing issues, as well as with partners (OTAs, TAs, exclusive partners).

7. Operational Efficiency:
- Manage the daily operations of the reservation system, ensuring it is running smoothly and effectively.
- Oversee the handling of reservation amendments, cancellations, no-shows, and other changes in a timely manner.

7. OTA and Online Presence Management:
- Oversee and manage hotel listings on OTAs (e.g., Booking.com, Expedia) and ensure that rates, availability, and content are up-to-date.
- Ensure that guest reviews on OTAs and other platforms (Google & TripAdvisor) are monitored, responded to, and addressed in a timely and professional manner.

8. Administer Policies and Procedures:
- Ensure the reservation team complies with hotel policies, procedures, and standards of operation.
- Enforce operational guidelines related to booking confirmations, cancellations, and special requests.

1. Manage Reservations:
- Process and confirm hotel reservations accurately via phone, email, online booking platforms (OTA), and other communication channels.
- Ensure the correct allocation of rooms and rates according to guest preferences and availability.

2. Customer Service:
- Assist guests with inquiries related to reservations, special requests, room types, and availability.
Provide guests with information about the hotel's amenities, services, and local attractions.
- Handle and resolve guest complaints or special requests professionally and efficiently.

3. Work closely with the Front Desk, Sales, and Housekeeping departments to ensure seamless guest check-in/check-out experiences.

4. Respond to customer reviews and ratings on OTAs and platforms like Google, addressing feedback in a professional manner.

5. Billing and Payments:
- Process pre-arrival payments, deposits, and group bookings.
- Verify payment details and follow up on outstanding payments as needed.

trungtm@smarana.vn