Reservation Agent/ Executive

COMO Metropolitan Singapore is located in the heart of Singapore on Bideford Road. It is part of COMO Orchard, COMO Group's newest immersive experience building which is the most complete iteration yet of the vision that brings together COMO Group's hospitality, fashion, wellness and cuisine into one inspiring location. COMO Metropolitan Singapore's 156 rooms and suites are spread over 11 floors with a rooftop pool bar that is exclusively for hotel guests. COMO guests also enjoy preferred access to some of the hottest tables in town including the first patisserie in Asia from renowned pastry chef Cedric Grolet, the Michelin-starred Korean steakhouse COTE and COMO Cuisine. The building also features a multi-label fashion retail space curated by Club 21 and a new flagship urban wellness space by COMO Shambhala. The result is an inspiring gathering place for innovators and creatives with a passion for the COMO-curated life.

Job Summary

Overall responsibility for Reservation Agent is to be responsible for providing an efficient and courteous hotel reservation service and is required to undertake other duties and responsibilities within the scope of the role.

(Overall Additional Responsibility for Reservation Executive is to manage the day to day running of the Reservation Department by developing specific goals, policies and strategies for the department.)

Tasks/Responsibilities:

• Be knowledgeable of all facilities and services offered by the hotel.
• Master the room product in terms of rates, layout and physical attributes, breakdown/configuration, benefits and amenities.
• Be knowledgeable of all rates, packages and promotions, policies and procedures.
• Be proficient in operating the reservations systems (Opera PMS, Synxis CRS) (Opera Cloud).
• Understand the reservations and the call handling process – telephone etiquette, reservations sequence as per Gap report, and provide prompt, courteous, and efficient service.
• Provide a prompt, courteous and efficient service at all times.
• Ensure that all reservations are entered accurately and updates maintained consistently, with an understanding of the importance of recording accurate statistical information – market codes, source codes, and origin codes.
• Ensure that all email enquiries are replied to within 24 hours (or timely manner).
• Be aware of low and high demand periods to maximise sales opportunities.
• Understand the importance of recording accurate statistical information – market codes, source codes and origin codes.
• Ensure that the daily checklist tasks are complete.
• Ensure that all correspondence is organised and filled on a daily basis.
• Be familiar with Front Office procedures (and operations).
• Assist the Reservations Supervisor with other related duties when requested.
• Perform at all times with no exception with Leading Quality Assurance guidelines.
• Support and contribute to COMO's sustainability goals by implementing environmentally responsible practices within your roles and departments.

(Additional Executive Responsibilities:)

• Understanding of the department's Standard Operating Procedures, in line with Leading Quality Assurance guidelines.
• Maintain knowledge of hotel and hospitality collection food and beverage offerings and facilities, with awareness to promote COMOClub loyalty program.
• Train Reservations Agents in all task related to hotel guest rooms booking.
• Ensure proper handling of guest issues, overbooking, and potential wait-listed business, and escalation of system support issues to the Reservations Supervisor/ Manager.
• Undertake any other work-related tasks which may reasonably be required from time to time as requested by Senior Management.