Reservations Agent (Nhân Viên Đặt Phòng)

• Familiar with hotel products, promotion’s packages, special events or offers.

• Promote Hilton Honors program and differentiate benefits to every guests.

• Maintain and update guests’ information and sales data follow reservation procedures.

• Response the guest’s inquiries via phone calls or emails by strictly following brand standards.

• Comply with all hotel’s policies relating to reservations.

• Comply with all systems and procedures as laid down by the hotel.

• Maintain high level guest service standards by following a pattern of sale call while still listening attentively to guest’s requests.

• Maximize room sales and revenue for the hotel, prioritizing up-selling hotel’s products and services.

• Check daily all new reservations, cancel or change reservations, make sure information updated and passed to relative departments are accurate.

• Check daily arrival of guests or group for next three days, making sure the guest information, requirements, payment details and room rate is correct.

• Ensure that all correspondence has been filed accordingly, with correct and most updated information.

• Resolve any pending tasks received from “Trace” report on daily basis.

• Investigate “No show” or “Late cancellation” reservations and follow up promptly both internal and external.

• Make sure all commission are correct and followed-up on promptly by checking/updating booking status on Online Travel Agent (OTAs) extranet to avoid overcharging commission.

• Comply to the hotel credit policy along with Front Office and Finance Department for any credit approval.

• Update room inventory’s situation and hotel price levels in different time periods.

• Be aware of department’s KPIs and actively contributed to reach the department targets.

• Always maintain a sales attitude, not losing any sales opportunity in the hotel.

• Make sure all reject/turn down business is filed with the reasons.

• Record and follow the “waiting list” once the inventory is updated.

• Keep close attention to team members’ requirements, including attention to every team member’s workload and duties, to fulfil operation needs.

• Co-ordinate with other departments if any assistance required for smooth operation.

• Maintain clean and tidy work areas at all times.

• Understand and adhere the hotel’s team member rules and regulations.

• Carry out any other reasonable duties and responsibilities as assigned.

• Liaison with Reservations Manager/Supervisor, set up the related Reservation System

• Storing hard copy of all forms and files and emails.

• Supports for finance related documents for Finance team.

• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.

• Ensure all information input is correct.

• Prioritize the quality of reservations.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

• Competitive salary

• Insurance as labor law (apply from starting date)

• Heath Care Insurance (24/7)

• 12 Annual Leaves

• Working hours: 8 hours/ day, 2 days off per week

• Relocation, home leave ticket, repatriation allowances

• Accommodation, uniform, transportation, meals

• Service Charge

• Others benefits

• Excellent command of written and spoken in English and Vietnamese to meet business needs.

• Good interpersonal and communication skills.

• Good knowledge of using Microsoft Office Programs.

• Familiar with using OPERA

• Previous experience in the Reservation, or Front Office is advantage.

• Apply to via Hoteljob or jobs.hilton.com

• Tel: 0329 590 055