Reservation Manager

• Ensure all team members are up-to-date with hotel product knowledge, including room types, rates, features and facilities, food and beverage outlets & promotions, spa and health club, and all other services.
• Be fully aware at all times of the sales strategy, rates, packages, and booking status of the hotel.

• Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
  
• Ensure that customer services are provided to local tour operators and travel agencies in a friendly and expedient manner.
• Work closely with the Operations team, Front Office, and Accounts to ensure a smooth, accurate, and efficient guest experience on check-in, meal plans, value inclusions and promotion or package offers, rates, and billing.
• Communicates effectively with all guests and colleagues.
• Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
• Ensure that alternative dates, waitlists, or sister hotels are offered to guests in overbooked situations.

ADMINISTRATIVE ROLES

• Observe and ensure that the Reservation team is operating effectively and in line with Dusit International's Standard Operating Procedures and guidelines.
• Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager.
• Follow up on tentative bookings and update reservation status.
• Ensure that all Dusit International Standard Operating Procedures are being adhered to, by providing regular training to all team members.
• Provide training in all aspects of reservations operations to the Reservations and Front Office teams to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and guest satisfaction.
• Maintaining high standards of data quality through regular data cleansing activities.
• Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
• Ensures that the reservations team replies to all guest requests within 24 hours of receipt.
• Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors, and other inaccuracies, as well as guest data privacy and security.
• Reviews no-shows and canceled reservations, and processes all penalty charges according to the hotel’s cancellation policy.
• Performs other duties as assigned by the Director of Sales & Marketing.
• Manage the expected arrival list daily to ensure reservation details are updated correctly according to correspondence and the Dusit International Standards before providing them to all concerned departments.
• Ensures that the reservations team understands and applies hotel policies for no-shows, cancellations, credit, and pre-payment policies.
• Ensure daily trace/follow-up reports are handled according to the requirements.

• Uniform
  
• Duty Meals
• Insurance policy per current labor law.
• Accident Insurance 24/7
• Monthly service Charge
• Annual Health Check
• Participating job training, skill training by international hotel standards.
• Hotel's Activities
• Other benefits per Vietnam labor law.

• Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
• Minimum of 5 years in relevant experience in a similar capacity.
• Able to conduct training by using the Microsoft office or other programs which are related.
• In-depth knowledge of functionally and usage of OPMS and all related systems and its day to day support.
• Good knowledge of Microsoft office programs, Excel is preferred
• Enthusiastic and self-motivated, according to Dusit International’s core values.
• Ability to communicate effectively and professionally written and spoken English.