Reservation & Revenue Assistant

3 weeks ago

Kuala Lumpur, Malaysia Hyatt House Kuala Lumpur Full time

Summary

Administration
- Ensures that an efficient and accurate filing system, both manually as well as electronically is maintained at all times.
- Maintains complete and supported records of all Sales Agreements, Contracts and Quotations for the hotel.
- Establishes an efficient trace File to ensure that all business booked is properly tracked.
- Assists in consolidating and preparing Reservation and Revenue Report.

Customer Service
- Assists with Host duties as requested and required due to operational needs
- Entertains and conducts hotel inspections to clients whenever required in the absent of the Sales team.
- Establishes and maintains strong relationship with the established clientele.
- Liaises and works closely with the Guest Services Department ensuring guest's requests and expectations are being met.
- Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems. If no immediate solution to be made ensure the necessary follow-up is conducted in a timely manner.
- Maintains positive guest and colleague interactions with good working relationships.
- Ensure reservation team is friendly and customer focused by listening and reporting guest and internal guest feedback. Anticipate guest needs and handle all complains with positive resolution respecting the procedures and hotel policies.
- To be attentive to respect the privacy / confidentiality of the information or guest name available. Ensure not to transmit any guest name or guest history information.

Operational
- Ensures that the relevant information of all allocated Accounts had updated regularly in the record or electronic database system.
- Prepares quotes and updates online web sites with on time information
- Prepares compiles and distributes the weekly/ monthly reports in a timely manner.
- Control rooms inventory including allocation and reservation to areas of maximum yield and black out date.
- Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting
- To motivate all the staff regarding to the upselling programmes and make sure that the rats given are matching with the instructions received.
- Survey the market, competitors in terms of pricing and closed date with the help of Price Trackers as a basis for future pricing strategies.
- Support and provide dynamic forecast and annual revenue budget in line to the strategy of the DOS and budget.

Personnel
- Supports the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
- Assists DOS to plan and implement effective training programmes to Host - Reservation and other related employees.

Other Duties
- Attends and contributes to all training sessions and meetings as required.
- Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
- Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations, especially travel agencies, local business groups and airlines.
- Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
- Ensures high standards of personal presentation and grooming.
- Responds to changes in the Sales and Marketing function as dictated by the industry, company and hotel.
- Carries out any other reasonable duties and responsibilities as assigned.
- Understand and agree that the hotel management reserves the right to add or remove clauses to these job descriptions
- Carry out all duties/tasks as instructed by the Director of Sales that are within the parameters of Hyatt’s Values and Purpose

**Qualifications**:
Education: Certificate or Higher Education Levels in Hospitality and Tourism Management or any major related field, Minimum 2 years work experience in revenue and reservation.

Language Skills: A good working knowledge of English Language/ Proficiency in local language may be required

Experience: Relevant work experience in hotel operations is an advantage

Strong interpersonal communication skills

Ability to do multi-tasking

Desire to drive revenue and committed to the growth of the hotel

Pleasant personality

A career with Hyatt opens a world of opportunities. We have continually been named as one of the World’s Best Multinational Workplaces.

Our values of Empathy, Creativity, Fun, Humility, Integrity and Respect are at the core of what we do. Our family atmosphere is what keeps our associates highly engaged.

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