Team Leader, Hotel Operations Support

Job Purposes

GO Hotel operations support, managing reservations and bookings through LINE OA and the website, while supporting seasonal campaigns and promotional activities to drive direct bookings and enhance customer experience.

Key Roles and Responsibilities

• Reservation Inquiry Management: Respond to customer inquiries regarding room reservations through LINE, Messenger, and other designated communication channels, providing accurate information and timely follow-up.
• Reservation Coordination: Coordinate with hotel teams to check room availability, process booking requests, and facilitate reservation amendments, cancellations, and related inquiries.
• Promotional Campaign Support: Support the implementation and sales of hotel room promotions, including pre-opening, grand opening, and other special promotional campaigns organized by the GO team.
• Voucher Sales and Administration: Support the sales, issuance, tracking, and redemption of hotel accommodation vouchers, ensuring compliance with promotional terms and conditions.
• Customer Service and Issue Resolution: Coordinate with relevant teams to resolve reservation-related issues and ensure a smooth booking experience and customer satisfaction.
• Reservation Data Management: Maintain accurate reservation records, voucher sales data, redemption status, and related documentation.
• Reporting and Performance Monitoring: Prepare and consolidate reservation and promotional sales reports to support performance tracking and operational decision-making.
• Cross-functional Coordination and Process Improvement: Coordinate with hotel operations, front office, sales, and other relevant teams to ensure effective reservation support, consistent communication, and continuous improvement of operational processes.

Qualifications

• Bachelor’s degree in any related field.
• Minium 2 years of relevant work experience in operations support or customer service.
• Experience managing reservations through LINE OA, websites, or other online booking channels is preferred.
• Good communication, coordination, and customer service skills.
• Proficient in Microsoft Office and basic reporting.
• Detail-oriented, service-minded, and able to manage multiple tasks efficiently.
• Good command of Thai; English communication skills are an advantage.