Reservation Assistant

TROVE Hotel Johor Bahru
01 October 2019
  • To be responsible in providing the most efficient hotel reservation and to undertake other duties and responsibilities as required by management.
  • The reservation assistant is provides a concierge service to our guest interested in booking Hotel properties.
  • Organise transport and tour request from quests.
  • Maintain good working relations with other departments, particularly Front Offices/Finance Department
  • To ensure that billing and credit agreements are managed and controlled.
  • Checks regularly and accumulates and assesses information on market situation, weekly check and report on booking trend in market through exchanges with competitors, test calls and reports on seasonal rates book-able at competitor hotels.
  • Delivers input for the preparation of the necessary reports required for monthly submission.
  • Maintaining the reservation systems.
  • Answers incoming calls.
  • Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
  • Places outgoing calls.
  • Receives guest messages and deliver the same to the guest.
  • Logs all wake-up call requests and performs wake-up call services.
  • Provides information about hotel services to guests.
  • Understand the telephone operator board or PBX switchboard operations.
  • Provides paging services for hotel guests and employees.
  • Knows what action to take when an emergency call is required.
  • Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
  • Assists in reporting telephone equipment or service complaints and problems.
  • Trains or assists with training new telephone operators in performance of job duties.
  • To be fully aware of and adhere of health and safety, fire and bomb threat procedures
  • Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
  • Must be polite and courteous while answering the phone.
  • Open and close telephone functionality on the hotel front office software.
  • Keep records of calls placed and received by all departments and recording the call charges.
  • Setup conference calls in different locations and time zones.
  • Update directory information on the front office software.
  • Provide relay service for hearing-impaired guests.
  • Following telephone etiquette.
  • To assume other duties and responsibilities as delegated by the Reservation Officer/ Superior
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