Reservation Officer - Nhân viên đặt phòng

- Monitoring and forecasting room capacity and room sales to help the Sales Manager marketing in business planning.

- Assign work to employees, ensure the completion of the work on time and meet the requirements of assigned work.

- Coordinate well with related departments to ensure work efficiency.

- Encourage and motivate employees to work best.

- Receive and handle reservation requests, adjustments, cancellations via email, fax, phone.

- Make sure all booking staff handle guest booking requests politely and professionally.

- Mastering the information of room types and price policies for each type of guest.

- Know the status of the room, room capacity, room type, price, incentive policies ... to ease in consulting and offering to customers.

- Working and booking agreement with guests.

- Understand guests' booking requirements, advise guests on the best room type with the right price to maximize revenue.

- Confirm the reservation with customers to ensure the correct and accurate information at the request of guests such as: retail guests, groups, number of rooms, room types, number of guests, room rates, special requirements, payment method, deposit, deadline to confirm the reservation ...

- Explain clearly about the hotel reservation policy, room cancellation.

- Provide more information for customers about the hotel products and services such as restaurants, bars, entertainment services, promotions ...

- Make requests to amend a reservation, cancel a guest's room according to the hotel's regulations.

- Accurately update the reservation information of guests in the system, note special cases such as VIP guests, preferential prices ...

- Making reports, general forecasts on hotel room condition to help relevant departments proactively plan and organize guests.

- Track booking results to maximize revenue.

- Check the reservation information, payment methods and other special requirements of guests, ensure the accuracy and the reservation data is always updated.

- Manage & store records of guests' rooms as prescribed.

- Regularly update information on price policies, promotions ...

- Deal with guests' complaints that occur during the shift, make notes of all complaints in the book to continue monitoring and reporting to the superior.

- Manage the extranet system of the OTA and the booking engine of the hotel to update information about the hotel, room rates, allotment, promotions.

- Ensure equal selling prices on the OTA website (disparity issue).

- Collect data about the market and competitors. Stay informed about competitors' products, services and prices.

- Respond to customer comments posted online.

- Attend specialized meetings, fairs, training according to the regulations of the department or the hotel.

- Training on skills and skills for employees.

- Evaluate the work efficiency of employees under the authority every month.

- Perform other duties, as assigned.

_ Competitive salary and package

_ Service charge

_ Professional working environment

- University graduate or higher major in tourism management, business administration, economics and foreign trade.

- Knowledge of hotel and restaurant products and services, service standards.

- Understanding customer psychology

- At least 2 years working experience at 4 or 5 star hotel.

- At least one year of experience as a team leader.

- TOEIC English or IELTS points or equivalent, priority to know more foreign languages ​​(French, Japanese, Chinese).

- Sales skills.

- Customer care skills.

- Negotiating skills, persuasion.

- Fluency in office computer and other software.

- Good communication skill.