Assistant Manager, Reservation

About Us

CapitaLand Group (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered in Singapore, CapitaLand’s portfolio focuses on real estate investment management and real estate development, and spans across more than 260 cities in over 40 countries.

**Job Description**:
The responsibilities also include the following:

- Supervise the daily operations of reservations team.
- Plan and schedule reservation staff rostering if necessary.
- Conducts on the job training for new hires.
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.
- Supervise and monitor the reservation team in terms of promoting hotel’s product and services, such as upselling of hotel facilities.
- Ensure all incoming calls are within the service level, and handle in a professional, helpful and engaging way.
- Ensure external and internal customer expectations are being met and guest needs are satisfied.
- Works with the Revenue Manager and Human Resource Department to ensure adequate staffing needs and departmental performance are met.
- Assist Revenue Manager in controlling rooms inventory including allocation and reservations to areas of maximum yield and black-out dates.
- Responsible for on-going maintenance and troubleshooting of channel Managers, RMS and OTAs channels on reservation related portion.
- Assist and perform rate tagging to profile for partners contracted rates.
- Ensure the accuracy of system setup to facilitate the process of reservation.
- Ensure the team possess a positive selling approach to maximise yield in both occupancies and rates.
- Ensure the reservation team have a good understanding of how upholding reservation practice and procedure can better facilitate the process of reservation.

Other reservation related tasks:

- Assist with group bookings and coordinate with various departments with regards to the requirements and billing instructions.
- Ensure departmental necessary documentations and filing are in proper order.
- Liaise with corporate bookers on in-house guest extension of stay and to coordinate with the respective departments such as but not limited to, Sales, Catering Sales, Revenue & Reservations and Front Office. Create and maintain company profiles in the relevant software (ie; RMS - the Property Management System).
- The Company may assign duties in addition to those listed/described above and/or vary the scope of work according to business requirements.

Job Requirements
- Preferably at least a Diploma in Hotel Management, Business Administration or related field.
- Good written and oral communication skills.
- Possess excellent telephone etiquette, with good interpersonal skills.
- Possess problem solving skills.
- Possess leadership and team management skills.
- Have a customer-oriented nature.
- Meticulous, ability to multi-task and work independently.
- Excellent organisational skills with the ability to be flexible and implementing change when needed.
- Actively learns and is knowledgeable to answer questions on product, policy and hotel information.
- A good team player.
- At least 5 years in an appropriate role within the hospitality industry.

**Benefits**:

- Flexible benefits with comprehensive medical coverage for self and family
- Training and development opportunities
- Subsidised rates at Ascott serviced residences
- Strong advocate of staff volunteerism
- Wellness programmes
- Closing Statement:

- At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.