Hoàng Diệu Thủy

- To welcome guests and identify specific reservations.
- To register the guests and ensure their necessary details such as full name, address, nationality, passport number, etc.
- To allocate room according to reservation list and confirm room rates, room location and types of room.
- To cooperate with GRO to complete guest check-in and check-out procedures.
- To notify Housekeeping department of all late check-out, early check-in and special requests.
- To develop knowledge by using software in the Front Office position.
- To use proper telephone etiquette and follow message handling procedures.
- To handle different requests and complaints of guests.
- To make report to accounting department.
- To take any special requests from guests prior to their arrival: pick up from airport, tour requests, car rental, etc… via phone.
- To take reservation from guests via phone if Reservation staff is out of their working time.
- To arrange some tours itinerary and recommend guests to get their favourite tours.

- Training new reservation agent.
- Receiving booking confirmation from Sales Team of H&K Hospitality and forward to Reservation agent.
- Handling and processing reservation requests directly.
- Maintaining reservation records.
- Maintaining future room availability.
- Generating accommodation statistics and forecasts.
- Performing various clerical and administrative services.
- Sell the hotel, its product and services.
- Coordinating with Accounting Department regarding refunding or cancellation of reservations with deposits.
- Sending an accurate daily and monthly record and count of reservations confirmed, rooms reserved, and rooms available for Sales to determine under or over booking.
- Preparing monthly commission request for Corp’s bookers and ask for owner’s signature.

- Maximizing key revenue streams to ensure consistent usage of all hotel facilities.
- Building relationships with potential and past clients.
- Managing OTAs to improve bedroom occupancies and yields.
- Managing the processes in place to collect customer feedback and comments.
- Developing responses to all Trip Advisor reviews.
- Identify positives and build on these to improve our products.
- Where the individual can be identified, address negatives direct with the objective to turn a complainant into a loyal customer.
- Updating our website with all pricing changes and events. Identifying those sections which are dated and recommending replacement content
- Working with the owner with the Hotels online Social Media presence. Identifying new relevant Social Media Platforms.
- Setting up and managing a program for our Reception Hosts to assist us establish new contacts and prospects. And to assist in our management of the OTAs.
- Work with the Manager: To review constantly our hospitality products and pricing and to develop the Hotels Sales and Marketing Plan.
- Work as a reservation agent: key in booking; give booking back up to FO 1 day prior to check-in date; inform to any related department about banquet event (meeting room, breakfast take-away…)

- Searching and exploiting new online travel agents for business expansion.
- Price controlling to ensure rate parity in all OTAs.
- Building relationships with Market Manager of each OTA to increase hotel visibility and rate parity.
- Seasonal price adjustment to optimize revenue.
- Price checking, room availability, market researching, test bookings, daily rate shopping on main sales channels and competitors to make adjustment suggestions.
- Coordinating with other departments in customer care, resolving problems, customer feedbacks and complaints.
- Coordinating with operation departments to improve Hotel review score on OTA Channels and response to all customer reviews.
- Building budget and making forecast for each period.
- Making weekly report to GM and Director of Sales & Marketing.
- Performing other tasks as directed by DOSM.
- Work as a Group Reservation: key in group booking, group rooming list…
- Work as a Sales Admin: stationery order for department; attendance checking and send to Human Resource Department in each end of month.

opm@apricothotels.com - 0916862224

dosm@apricothotels.com - 0976068279