Nhân viên Đặt phòng/ Reservation Agent

• Understands hotel P&P and Accor P&P

• Maintains the cleanness at the working station (office, desk, computer, telephone, stationery).

• Be responsible for taking reservations over the telephone, fax or internet and entering into the PMS timely and accurately

• Be responsible to maximize hotel revenue with up-selling of rooms, types and services.

• Be responsible for being able to explain hotel services and facilities in a positive manner.

• Be aware of other Accor hotels in Vietnam and assist guest with information relating to ‘sister’ properties, including sending leads on to relevant team member.

• Ensures knowledge and update of the reservation systems available and are fully conversant with the rates, packages and any special offers available.

• Be responsible for following up on all guests requests. Ensure response for all guest’s request within 24 hours of the receipt.

• Ensures that all information relating to a reservation is keyed correctly into the system and is of highest quality, and errors are kept to an absolute minimum.

• Ensures to get ETA of VIPs and GIT booking and inform related department

• Be able to provide a courteous, friendly and personalized greeting and farewell in accordance with ‘Resavision’ program.

• Follows the Accor ‘Resavision’ program upon receiving reservation, modification or cancellation at all times.

• Follows the Accor ‘Resavision’ program upon receiving reservation, modification or cancellation at all times.

• Optimizes occupancy and average room rate in accordance to selling strategy given by Revenue Manager and/or Rev Max team.

• Makes sure that the correspondence are correct compared with the data on the Opera system.

• Follows up the administration of each booking to help the reception team carry out check-in operations effectively

• Ensures deposit or payment is followed up and accurately updated in PMS and reports

• Prepares and follow up all arrival information, including 3 day check and same day for non-guaranteed and guaranteed reservations.

• Minimize No-shows by the reconfirmation of arrivals and checking for duplicate reservations

• Follows up GIT booking, tentative booking, waiting list, …

• Reports immediately to Reservation Manager if any booking released, cancelled or modified which affect the Occupancy or Revenue Forecasting

• Controls hotel availability and allotment to maximize hotel revenue. Report immediately to Reservation Manager if hotel availability status changed for decision to close or reopen selling to OTAs.

• Inputs new corporate/travel agencies into the T/A master and update rates accordingly.

• Files all contracted room rates according to alphabets of Company names.

• Updates DPF on daily basis in timely manner

• Updates and inform TA for close of free-sale in timely manner

• Handles and follow up waiting list procedure when hotel fully booked, refer to Reservation Manger to take over booked reservation and handle over booked situation

• Ensures that allotments are processed according to the standards and that any request to increase allotments are approved by the Reservation Manager

• Be available to assist hotel Management to do report related to Rooms