Reservation Agent/ Nhân viên đặt phòng

Duties and responsibilities

Financial returns:

 Be responsible for saving hotel asset/ energy/ water/ chemical and propose the saving ideas to

management

 Understand department’s and hotel’s product, and upsell to the guest, or recommend hotel

products to the guest.

 Report Lost and Found immediately to Security

 Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling

techniques

 Promote the Hotel’s (and ICHG generally) products and services

 Maintain a high level of product and service knowledge about all ICHG Hotels in your region

 Develop and maintain a regular pattern of sales calls

 Prepare and execute action plans which increase reservation sales and associated business

People:

 Perform/ behave as per IHG Winning Ways to other colleagues (within your department and

toward other departments)

 Train and help colleagues on the jobs

 Following up with the assignment from Supervisor.

 Participate all training assigned by supervisor including English training and job skills training

 Promote goodwill by beings courteous, friendly, helpful to mangers and colleague

 Build a highly engaged team living our Winning Ways values and bring our brands to life for our

guests

Guest experience:

 Perform Services behaviours in daily operation basic towards the guests

 Share guest feedback to the supervisor

 Handle guest’s requests, or escalate to higher levels and/or relate departments when need it

 Drive buggy safely after being certified and be responsible for protecting this asset in good

conditions

 Communicate fluently & professionally with guests on phone & via e-mail correspondence as per

standard ( quality & quantity )

 Master knowledge of resort & special programs such as special rates/ offers/ promotions

 Frequently update the selling status, rates, and benefits of all packages plans.

 Understand and anticipate guest’s needs, doing all best to meet and exceed guest’s expectation

Responsible business:

 Be responsible in keeping our property safe and secure

 Be responsible in protecting the environment such as the trees, the sea, and the special species

 Understand IHG Brand Standard related to your department

 Recommended changes to these standards

 Co-ordinate special projects as required, such as…

 Rotate the roles (cross training) within department when required

 Record and process reservations made by phone/fax/email

 Processes reservations from the sales office, other hotel departments, and travel agents

 Process amendments to reservations such as extensions, early departures, etc

 Manage “no show” reservations by investigation and recording of same

 Monitor reservation levels and inform Managers of current and future occupancy rates

 Be responsible in keeping our property safe and secure, to participate in any hotel activity related

to Fire Life safety.

 Perform any other duties which may be assigned by the management from time to time.

 Knows the type of rooms available as well as their location and layout.

 Knows the credit policy of the hotel and how to code each reservation.

 Creates and maintains reservation records by date of arrival and month.

 Prepares letters of confirmation via RIMS system

 Communicates reservation information to the front desk

 Processes advance deposits on reservations

 Helps develop room revenue and occupancy forecasts

 Prepares estimated time of arrival for all departments’ use.

 Handles daily correspondence. Responds to inquiries and makes reservations as needed

 Perform any other duties which may be assigned by the management from time to time.