Reservations and Instant Services Coordinator

4 days ago

Singapore VOCO ORCHARD SINGAPORE Full time
About Us
voco Orchard Singapore provide guests with the world-renowned voco experience from the moment they walk through its doors. Famed to be hotels to count on, yet different enough to be fun, voco hotels are unstuffy hotels where people feel comfortable to relax, and just get on with life. Hotels that stand out from the crowd, voco combines familiar comforts with the indulgences of a hotel, to create somewhere that's dependable, but not vanilla. Somewhere premium, but with a laidback spirit. Somewhere reliable, but different
Your day to day
voco Orchard Singapore is looking for a pleasant reservation and instant service coordinator to join its team The reservation and instant service coordinator is often the first point of contact and sets the first impression for our guests. The reservation and instant service coordinator manages all internal and external calls, and ensure our guests feel welcome each time they connect with voco Orchard Singapore.
People
  • Promote team work and quality service through daily communications and coordination with other departments.
  • Notify sales of any group bookings.
Financial
  • Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
Guest Experience
  • Sell voco Orchard Singapore products and services using up-selling, cross-selling and suggestive selling techniques to maximize total Hotel revenue.
  • Demonstrate an in-depth knowledge and understanding of hotel and IHG systems - Opera PMS, and guest complaints tracking system in particular, to ensure appropriate capture of data for operation team to meet guest's requirements during their stay.
  • 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.
  • Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
  • Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Own and resolve guest problems or complaints using appropriate service recovery guidelines.
Responsible Business
  • 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.
  • Create room blocks for Group bookings on Opera PMS, and communicating with Business Development Managers on cut-off date, group block pick-up and washes.
  • 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.).
  • Handle credit card information and charges for all pre-paid reservations securely and accurately, with the goal of maximizing guest satisfaction and reducing rebates.
  • Handles non-phone calls tasks (including but not limited to emails, group bookings, requests from Sales, cleaning up of traces, etc.)
  • Provide support to operational 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.
What we need from you
  • Higher NITEC or Diploma in hospitality and tourism management, customer experience management or any other relevant qualification
  • Minimum 1 year experience working in hotel industry. Fresh graduates are also welcome to apply.
  • Proficiency in Opera Property Management System will be an added advantage
  • Able to work weekends, evenings and public holidays.
  • Must speak fluent English and another language.
  • Great communication skills, ability to interact with guests, employees and third parties that reflect highly on the hotel, the brand and the company.
What we offer
We'll reward all your hard work with a great salary and benefits - great room discount and superb training.
Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit to find out more about us.
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.

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