Reservation Officer

Hotel Granada Johor Bahru
31 May 2019
  • Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
  • Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
  • Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
  • Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
  • Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.
  • Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
  • Assists and prepare in groups pre-arrival process and also preparing group rooming lists.
  • Maintains a clean and organized work area. 
  • Attends all scheduled meetings as required with HOD's or Sales team.
  • Create and manage rates and packages configured on the Hotel software.
  • Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc. 
  • If there are failed reservations to update the Hotel software then process those reservations manually.
  • Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues.
  • Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.
  • Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.
  • Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, and Travel Agents Etc.)
  • Adjust rates according to suggestions from Yield or Revenue management systems.
  • Verify all reservations taken on the reservation forms are updated on the PMS without fail.
  • Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
  • Verify if each reservation requests are processed as per the hotel standards and without delay.
  • Verify if reservation confirmation letters are send for all processed bookings within the stipulated time.
  • Process retentions, no-show and cancellations as per the hotel policy and procedures.
  • Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
  • Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.
  • Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
  • Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.
  • Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
  • All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
  • Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.
  • Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas.
  • Ensure acceptable service levels and all statistical reports are sought and maintained.
  • Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.
  • Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
  • Receive contracts detailing room allotments and creates allotments on the hotel management system.
  • Train newly recruited reservation staffs in taking reservations, telephone etiquettes and reservation module on hotel software and processing emails.
  • Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.
  • Ensure deposit payment is taken in advance for all pay at hotel reservations eg: Direct reservation, OTA's (Booking.com, Agoda, Expedia etc.)
  • Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents.
  • Manage all aspects of reservation department with referring to Front Office Manager.
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