Reservations Executive

Job Title: Executive Reservations

Job Purpose: 

Responsible for accurate and efficient processing of reservations and maximize room sales, spa sales or F&B sales use selling techniques. Consistently deliver high standard of customer satisfaction.

Key Result Areas:

1. Deliver high level of intermediate response to all requests from guests, answer phone call within 3 rings and reply emails within 24 hours and follow phone/email etiquette.
2. Ensure accuracy of booking details have been record in system, communicates correct information to guests, travel agents and concern people.
3. Ensure all bookings have been created and updated on time, correct details and follow brand standard. Daily update bookings before close day.
4. Applying selling skill to phone calls and emails by follow brand standard. Support sale strategy by maximize sales as much as possible, turn enquiries to be business.
5. Ensure all prepayment bookings have been completed for payment before guest arrival.
6. Ensure all correspondences have been saved in correct folders or attach in each booking through Opera; daily correspondences have been arranged and updated prior actual arrival date.
7. Keep update hotel information in share drive and share to team members.
8. Prepared and submit assigned report on time; OTB report, No show and cancellation report.
9. Maintaining a positive environment and working with all team members, maintain cleanliness of own area and department.

General:

1. Answer the phone call within 3 rings and follow hotel standard.
2. Update bookings from all distribution channels and ensure it is completed within 24 hours.
3. Input all reservations details accurately, in a timely manner and save all correspondences in share drive folder.
4. Input all profiles accurately and follow Banyan Tree data entry standard.
5. Handle incoming telephone calls for room reservation, entering new reservations, changes and cancellations into the Opera system.
6. Monitor and aware of the availability status and alert supervisor/manager whenever necessary.
7. To maintain communication channels among the team and other departments.
8. Traces reports must be handled on a daily basis and follow up each pending, if unable to complete, date should be postponed to follow up on next day.
9. Apply sales attitude and maximize room sales, spa sales and F&B sales for all properties.
10. No show/Late cancellation reports must be update on daily basis for payment, follow up if applicable. Authorized email (GM/HM) must be received for any waiver request.
11. Prepare OTB report before close day and send to all concern.
12. Adhere to company credit policies to ensure all revenue expected will be received before arrival.
13. Maintain high level of product knowledge for the property.
14. Upkeep Shared drive and update the information properly.

Key Qualifications:

1. Minimum 1 year experience in hospitality industry for reservations, customer services or similar capacity.
2. Minimum diploma in Hospitality, Tourism management, Liberal Art or related field.
3. Knowledgeable in hotel reservations system such as Opera, Opera cloud.
4. Proficiency in Microsoft Outlook, Word, Excel, other programs are an advantage.
5. Thai and English language in good command.
6. Be able to work as multi tasks, good communication and interpersonal skills, display polite and friendly personality.