Guest Services Officer - Reservation

Duties and responsibilities

Sell and services using up-selling, cross-selling and suggestive selling techniques to maximise total Hotel revenue.

Demonstrate an in-depth knowledge and understanding of Hotel and company systems Opera PMS, Concerto

and Loyalty Connect in particular, LPU, to ensure appropriate capture of data for guest information, events,

forecasts and results.

Answer phone calls in a prompt (within four rings) and courteous manner, while adhering to Brand

Standards.

Provide recommendations to guests, based on their purpose of travel or stay, the number of people in the

travelling party, etc.

Make reservations accurately on Opera PMS, capturing the correct guest profile (including membership

details), stay dates, rates, etc.

Process requests for cancellations, reservation revisions, information or guest preference updates.

Clean up new reservations, from pro-actively checking for duplicate bookings to processing special requests

(e.g. honeymoon or birthday amenities, alerts for any allergies, etc.) to ensure a perfect stay experience

for all guests.

Manage no show reservations by investigating and recording of the same, and providing advice to Front

Office on charges (if required).

Maintain knowledge of special rates, offers or promotions in Hotel to be able to provide correct and

updated information to guests.

Prepare reports accurately and truthfully (e.g. up-sell report, reconversion reports, etc.).

Own and resolve guest problems or complaints using appropriate service recovery guidelines.

Handle credit card information and charges for all pre-paid reservations securely and accurately, with the

goal of maximising guest satisfaction and reducing rebates.

May routinely be required to provide support to Guest Services Officer team in the conversion of Food and

Beverage and In-room Dining calls.

Work as part of a team and communicate with other departments as per Hotel procedures to ensure

excellent quality and service.

Perform other duties as assigned, to support other Hotel functions as and when required.

Qualifications and requirements

High School or Vocational Certificate in Hotel Management, Business Administration, or related field. One year related experience or six months experience in reservations/front office or an equivalent combination strongly preferred. Proficiency in Opera PMS and Concerto is preferred but not essential. Must speak fluent English. Additional language skills valuable but not required.

Other skills required to perform the job: Basic computer skills to operate various property management and reservations systems, etc. Passion about people and service. Strong communication skills essential when interacting with guests and employees. Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc. Problem solving, reasoning, motivating and training abilities are often used. Have the ability to work a flexible schedule including nights, weekends and/or holidays