Dusit Thani Mactan Cebu
Reservations Agent
Dusit Thani Mactan CebuUnited Arab Emirates6 days ago
Full-timeOther
Job Description

Sale Role:

  • Be knowledgeable of;
  • All hotel facilities/services, hours of operation.
  • All guest room layouts, bed types, décor, appointments, and locations.
  • Room availability for any given day.
  • Restricted dates, rates and room types.
  • All room rates, packages and promotions.
  • Specific arrangements between hotel and travel agencies, corporate reservations center.
  • Entertainment/special events scheduled in the hotel.
  • Take personal responsibility for driving up selling, achieving set revenue targets by months.
  • Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.

Customer Service Role

  • Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
  • Communicates effectively with all guests and colleagues.
  • Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
  • Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
  • Provide additional guest service such as: transportation, visa requests, restaurant reservations and tours.
  • Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.

Administrative Role

  • Adhere to all Dusit International Standard Operating Procedures.
  • Maintaining high standards of data quality through regular data cleansing activities.
  • Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
  • Reply to all guest requests within 24 hours of receipt.
  • Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies, as well as guest data privacy and security.
  • Able and understand hotel policies for no-shows, cancellations, credit and pre-payment policies.
  • Handle daily trace/follow up reports according to the requirements.

RELATIONSHIP

  • Reservation leaders, to assist reservation leaders to effectively manage and operate the reservations department in order to meet the business goals of the hotel and maximize guest satisfaction.
  • Maintain clear and complete booking correspondences in order to properly communicate with the Front Office team to achieve guest satisfaction.
  • Interact with all customers (internal and external) in a friendly, helpful and expedient manner.

Accountabilities

  • Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations
  • Liaise with IT in report and faults on telephone lines or computer network.
  • Proactively promote other sister properties of the Dusit Hotels and Resorts.
  • Maintaining a good working environment within the department, and also maintains a positive working relationship with other departments in the hotel

Technical Responsibilities

  • Knowledge of technical and managerial applications of the following systems and their utilization;
  • Opera Property Management System (OPMS)
  • Sabre SynXis CRS
  • Serenata NetHotel Profile Management
  • GDS Interface (GDS)
  • Oasis Hospitality Software (PMS for China Properties)

Commercial Responsibilities

  • Maintains high level of effective communications with guests and colleagues.
  • Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.
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