Job Description:

Carrying Out the Room Reservation Procedure:

• Receive and handle room bookings with the hotel via phone, email, OTA, TA, etc., flexibly managing room sales to ensure all booking requests are processed within 48 hours.
• Adhere to the hotel’s room reservation procedures, ensuring complete and accurate booking information is recorded and forwarded to relevant departments to prepare for guest reception and service.
• Pay attention to room requests for VIPs, loyal guests, corporate clients, etc., to allocate rooms accordingly.
• Have a thorough understanding of hotel services and promotional programs based on occasion or customer segment to accurately introduce them to guests when they book rooms.

Confirming Booking Modifications or Cancellations:

• Confirm bookings with guests: Each hotel has its own policy on when to “reconfirm booking details with the guest.” Generally, for individual guests, this is done 3 days before check-in, and for group bookings, 15 days in advance. Reservation staff will call or email to confirm, modify, or cancel the booking if the guest changes their decision.
• Receive and process guest-initiated requests for changes or cancellations in accordance with the hotel’s procedures.
• Ensure all changes or cancellations are accurately updated in the system to avoid disruptions to the hotel’s room operations.

Compiling Daily Reservation Status:

• Compile a list of guests expected to check in or check out each day from the reservation management software, and send it to the front office for guest reception and billing, as well as to the housekeeping department for room cleaning plans.
• For special room requests such as VIP or honeymoon guests, notify the housekeeping department early to ensure timely and thorough preparation.

Updating Reservation Records:

• Coordinate with the front desk to update guest service usage during their stay in the hotel, adding the data to their records for future personalized service and improved customer experience.
• Regularly update and store reservation records for corporate clients and others.

Customer Acquisition and Sales:

• Research market needs and those of different customer groups.
• Proactively reach out to potential clients to introduce the hotel’s products and services.
• Establish and develop business relationships with clients.
• Address customer inquiries during and after contract execution.
• Handle guest complaints in a way that does not affect the hotel’s reputation and brand.
• Prepare necessary documents as required by the hotel sales team, such as contracts, quotations, etc.
• Schedule and manage daily appointments for the Head of Sales. Answer phone calls, faxes, and emails addressed to the Sales and Marketing Department.
• Manage customer files and documents and provide them when requested by authorized staff.
• Support after-sales service and handle customer complaints when needed.

Other Tasks:

• Coordinate with relevant departments to handle guest booking requests.
• Promptly report to management any feedback or complaints regarding hotel service quality.
• Provide training for new staff in the department when requested.
• Attend all departmental meetings and training sessions when arranged by the hotel.
• Perform other duties as assigned by superiors.

Requirement:

• Graduated from a college or university in a related field is an advantage.
• Preference given to candidates with experience in reservations, hospitality, or sales.
• Proficient in English.
• Proficient in Microsoft Office.
• Familiar with hotel management software, especially Smile.
• Strong organizational and planning skills.
• Ability to work independently and as part of a team.
• Effective communication skills.
• Strong time management skills.

Benefits:

• Probation period with 100% salary & 70% service charge
• Attractive benefits
• Full compliance with social, health, and unemployment insurance obligations
• Great opportunities for learning and career development

Contact:

Legacy Hoi An Resort
Email: hr@legacyhoian.com
Phone Number / Zalo: 0235 3 933 377 / 0931912292 (Ms. Kieu)