Cluster Reservation Officer

About the Role

To serve the needs of the business, guests, and colleagues by coordinating all inquiries, reservations, and sales of the hotel’s primary product - guest rooms. The key objectives are to maximize guest satisfaction while optimizing hotel revenue simultaneously. เจ้าหน้าที่สำรองห้องพักมีหน้าที่รับผิดชอบในการรับและประสานงานการจองห้องพัก เพื่อให้มั่นใจว่าแขกได้รับความพึงพอใจสูงสุด ผู้ปฏิบัติงานในตำแหน่งนี้ต้องสามารถสะท้อนภาพลักษณ์และมาตรฐานคุณภาพของโรงแรมได้อย่างมืออาชีพ พร้อมมีทักษะการสื่อสารที่ยอดเยี่ยม ทัศนคติเชิงบวก ความรู้เกี่ยวกับโรงแรมอย่างครบถ้วน และความใส่ใจในรายละเอียด ถือเป็นคุณสมบัติสำคัญของตำแหน่งนี้

KEY DUTIES AND RESPONSIBILITIES

• Assist in the effective operation of the Reservations Department to achieve the hotel’s business objectives.
• Adhere strictly to all Standard Operating Procedures (SOPs).
• Take responsibility for driving upselling initiatives and achieving monthly revenue targets.
• Maintain up-to-date knowledge of hotel selling strategies, room rates, packages, group bookings, and booking status.
• Process and respond to all reservation requests and inquiries within 24 hours according to company standards.
• Handle daily trace and follow-up reports in accordance with departmental requirements.
• Check expected arrivals 1, 3, and 7 days in advance in accordance with SOPs and reconfirm reservations.
• Maintain effective administrative procedures to prevent and identify double bookings, non-guaranteed bookings, filing errors, and other inaccuracies.
• Understand and apply hotel policies regarding no-shows, cancellations, credit arrangements, and prepayment requirements.
• Maintain up-to-date knowledge of hotel products and services, including room types, rates, facilities, restaurants, promotions, spa, health club, and other services.
• Take personal responsibility for maximizing service quality and guest satisfaction, ensuring that all guest concerns are addressed and followed up promptly.
• Monitor daily arrivals to ensure guest requests are fulfilled and reservations are honored appropriately.
• Foster a positive and motivating working environment within the department and across the hotel.
• Understand the relationship and coordination process between Reservations, Sales, Group Sales, and Front Office departments.
• Be knowledgeable about local seasonal trends and events.