Job Description

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Job summary:  

To coordinate and input reservations from all market segments received, mainly for FIT (Individual Travellers) and Group rooming lists.  To maximize revenue by utilizing appropriate rates and packages and to up-sell the hotel Restaurants & Bars, Wellness and Transportation in order to increase revenue for the hotel. Reservation Agents will also be required to; 

Essential duties and responsibilities – (Key activities)

Reservation Supervisor will be required to conduct their duties in a courteous, safe and efficient manner, in accordance with the hotels policies & procedures, ensuring that a high level of service is maintained and monitoring team.Coordinate with Front Office on a daily basis with reservation / operation issues. Coordinate with the Sales Dept. on a daily basis concerning reservation / operation issues Ensure all Reservation calls are picked up as per the corporate standardsEnsure all emails / calls responses are handled within the time period associated with corporate standards.Proactively try to up-sell reservations to the higher room category.Inputting of all Market segment contract agreement information to ensure proper production tracking and accuracy of information.   Assist Assistant Reservations Manager / Reservations Manager to maintain the Opera system as per Rosewood Corporate Standards.To ensure all email inquiries are responding at appropriate time manner according to guest’s requests and follow up within 24hrs business day. Any emails that came in before 2pm local time must response on the same day, email came in after 2pm to response on the next day before noon.To ensure that all reservations comment in PMS are cleans and accurate updated at all timesTo ensure calls to be answered within 3 rings as reservation standard - LQATo keep work area tidy and clean at all times.To ensure all payment is following up with third party that need to be completed prior to guest stay.Follow payment policy before creating payment link to respective partner, refer to payment SOP.Shift work will be required to cover the operations of the Department, weekend and PH.Organize admin works and proceed which assigned by Assistant Reservations Manager / Reservations ManagerAny ad-hoc duties assigned by superior.