Reservation Supervisor tại ZENEDEN GROUP

6/2023 → / (1 năm 7 tháng)

Hà Nội, Việt Nam

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.

Reservation Agent tại ZENEDEN GROUP

11/2022 → Hiện tại

Hà Nội, Việt Nam

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.

Trịnh Mai Trung - Group Revenue Manager

Zeneden Group

trungtm@smarana.vn