Reservation Officer

About the Company

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

Responsibilities

• Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues.
• Assist in the effective operation of the Reservations department to meet the business goals of the hotel.
• Adhere to all Standard Operating Procedures.
• Take personal responsibility for driving upselling and achieving set monthly revenue targets.
• Be fully aware of the selling strategy, rates, packages, groups and booking status of the hotel.
• Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
• Handle daily trace/follow-up reports according to departmental requirements.
• Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.
• Maintain effective office administrative procedures to prevent double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
• Understand and apply hotel policies for no-shows, cancellations, credit and pre-payment policies.
• Be up-to-date with current information and data of the hotel product, including room types, rates, facilities, food & beverage outlets, spa and other services.
• Take personal responsibility for maximising product and service quality and guest satisfaction; ensure issues are raised, monitored and followed up promptly.
• Monitor daily arrivals to ensure guest requests are carried out, expectations are met and reservations are honoured.
• Maintain a motivational working environment within the department and with other colleagues in the hotel.
• Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.
• Be knowledgeable about local seasonality and events and proactively promote sister properties of Minor International.
• Liaise with Accounting regarding reservation procedures, reports, operational problems and commission payments.
• Provide assistance and friendly support to local representatives of tour operators and travel agencies.
• Take, amend and cancel reservation details as applicable; confirm method of payment and reply to requests within the specified timeline.
• Attend hotel events, daily shift briefings and training to improve professional skills.