Reservation Officer

2 months ago

Johor Bahru, Malaysia Trove Johor Bahru Full time

Produce and check daily reports, ensuring that the previous day’s reservations are accurate and confirmations are sent.
- Maintain room rates on the company systems and spot-check third party websites (OTAs) to ensure accuracy of rates and allotments
- Monitor incoming bookings and flagging any concern dates with the Sales Department
- Manage room allocation during the headline events. Liaise with internal departments regarding key customers, guests and sponsors to ensure that all goes smoothly with their bookings
- Manage room allocation during other periods, e.g. group bookings
- Liaise with Front Desk and Food & Beverage Department regarding allocation, e.g. for long-stay guests and those with special requirements
- Monitor, review and develop the department’s procedures to ensure that they remain efficient reservations and group enquiries.
- To receive, handle and convert all new enquires in line with the Sales’ strategy and ensure all guests receive a consistently high standard of service throughout the booking process. Accurately input reservations into Wish.Net system
- To sell in line with the selling strategies and adhere to diary management principles to maximize yield for the hotel
- Actively up-sell and cross sell the products and facilities of Hotel Granada, eg spa, food outlets and bar
- Efficiently follow up all bookings against company standards to ensure that the conversion of business is optimized and the diary integrity is maintained
- To effectively communicate with the client throughout the booking process, ensuring we have a full understanding of the guests’ requirements and identify areas for future business opportunities and to promote repeat business
- Regular and consistent communication with the Front Desk team to ensure all booking details are handed over in a clear and concise manner, so that service is delivered to meet and exceed the guests’ expectations to identifying commercial opportunities.
- Identify opportunities for larger scale business and/or conference and events business, and pass those leads to the relevant sales team
- Monitor competitor rates, promotions and activity in order to be able to make suggestions and recommendations to maximise our revenue.
- Lead the team on a daily basis, communicating targets and expectations, monitoring standards and giving feedback.
- Conduct one to one meetings with the team on a regular basis to celebrate success, feedback on performance and identify development needs.
- Monitor, review and feedback on individual’s performance.
- Set and review objectives in line with the performance review and induction process.
- Work to develop team members according to their individual abilities, potential and aspirations.
- To be fully conversant with all Hotel Granada products and services, in order to give potential and existing customers accurate information in a professional and timely manner.
- To act as an ambassador for Hotel Granada at all times and to ensure hotel values are upheld to both external and internal contacts, through appropriate behaviour and performance.
- To undertake any other duties as requested by the Senior Management team, in accordance with the scope and responsibilities of the role.

**Benefits**:

- Health insurance
- Maternity leave
- Meal provided
- Professional development

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