Reservations Coordinator

2 months ago

Singapur, Singapore The Standard Hotel Full time

Job Summary:

The Reservations Agent will be responsible for managing and processing incoming calls, emails, and online booking requests, ensuring accurate entry of reservation details into the property management system.

Key Responsibilities:

  • Reservation Management: Handle incoming calls, emails, and online booking requests, ensuring accurate entry of reservation details into the property management system.
  • Customer Service: Deliver exceptional service by addressing guest inquiries, providing information about hotel amenities, rates, and availability, and resolving any booking-related issues or concerns.
  • Reservation Modifications and Cancellations: Handle modifications and cancellations of existing reservations according to guest requests, adhering to hotel policies and procedures.
  • Reporting and Record-Keeping: Complete daily reports, including No Show, Cancellation, Arrival reports, ensuring accuracy and timely submission.
  • Payment Processing: Manage payments, including prepayments, no-show charges, cancellation fees, ensuring proper documentation and processing.
  • Upselling and Cross-Selling: Promote hotel services, such as special packages and room upgrades, to enhance guest experience and drive revenue.
  • Record-Keeping and Data Management: Accurately record and update reservation data, including guest preferences and special requests, in the property management system.
  • Collaboration and Communication: Coordinate with other hotel departments, such as Front Desk, Housekeeping, to communicate guest needs and ensure a smooth check-in and check-out process.
  • Problem-Solving and Escalation: Address and resolve booking-related issues or discrepancies efficiently, escalating complex problems to the appropriate department or management when necessary.
  • Knowledge and Staying Informed: Stay updated on hotel policies, promotions, and local events to provide accurate and useful information to guests.
  • Accountability and Professionalism: Ensure that all tasks and guest correspondence are completed promptly and accurately, maintaining a high standard of professionalism.

Requirements:

  • Knowledge and Experience: Knowledge in Opera Cloud or Property Management System will be an advantage.
  • Technical Skills: Proficient in MS Office will be an advantage.
  • Language and Communication: Fluent in English; multilingual is strongly preferred.
  • Teamwork and Independence: Team player but also able to work independently.
  • Time Management: Has good time management.
  • Experience and Qualifications: Minimum 1 year of relevant experience in the hotel industry.
  • Pre-opening Experience: Pre-opening experience will be an advantage.

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