Reservation Agent

• Be knowledgeable of:

o All hotel facilities/services, hours of operation.

o All guest room layouts, bed types, décor, appointments, and locations.

o Room availability for any given day.

o Restricted dates, rates and room types.

o All room rates, packages and promotions.

o Specific arrangements between hotel and travel agencies, corporate reservations center.

o Entertainment/special events scheduled in the hotel.

• Take personal responsibility for driving up selling, achieving set revenue targets by months.
• Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.

CUSTOMER SERVICE ROLE

• Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
• 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.
• Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Provide additional guest service such as: transportation, visa requests, restaurant reservations and tours.
• Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.

ADMINISTRATIVE ROLE

• Adhere to all Dusit International Standard Operating Procedures.
• 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.
• Reply 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.
• Able and understand hotel policies for no-shows, cancellations, credit and pre-payment policies.
• Handle daily trace/follow up reports 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 1 year in relevant experience in a similar capacity.
• Basic experience with OPMS and all related system and its day to day support.
• Good knowledge of Microsoft office programs.
• Enthusiastic and self-motivated, according to Dusit International’s core values.
• Ability to communicate effectively and professionally written and spoken English.