Reservation Officer

- Male or Female, age 22-35 years old.
- Minimum 1 year working experience in Reservation, Call Center, Operator, or Front Desk.
- Fluent in English communication
- Service Mind & Fast Learning
- Able to work under shift rotation
- Able to work overtime sometimes
- Able to work under pressure
- Good team player

- Follow up and check groups/ crews list for wake up calls (G.S.A.)

- Checking of wake up calls lists (guests) + VIPs

- Checking of guest instructions on computer menu.

- Checking of log book.

- Answering telephone calls promptly, efficiently and with Brand Greeting Standard, using guest's names and proper ending.

- Cleanliness of operator department plus equipment.

- Logs all guest requests through operator. Form, identifying the Guest- s name, Room number, nature of request, time of request and time of delivery. Any more information to be added in remark filed.

- Calls appropriate department and requests item to be delivered to guest room within 15 minutes and record in logs report for hotel operator to follow up and get back to the guest.

- Guest Service Agent logs all complaints on log report form, including the Guest- s name, Room number, complaint, time and action taken.

- Handling the emergency calls + Starwood Support Center + Starwood Preferred Guest, ensure all Starwood emergency number load in PMS

- Handles inquires and bookings in accordance with the department- s routine.

- Reviews and deals with the daily reservation.

- Records and processes in-coming reservations with confirmation sent out if require.

- Records and processes group reservations.

- Ensures all facts of a reservation have been action. Example: Transportation, Amenity and special requirement etc.

- Provides information to clients on hotel services, activities and attractive for the area.

- Processes amendments / cancellation to reservations (extension, early departure, number of rooms)

- Investigates and handles no show reservations.
- Records special billing arrangements for all FIT reservations and groups, conventions.
- Liaises with Credit Manager for all reservations requiring credit approval and prepayment reservation.
- Be aware of rate changes/ special offers/ promotions/close out dates
- Monitors reservation levels and inform Managers on current and future occupancy rate.
- Answers incoming telephone calls and carry out telephone sales whilst maintains high level of telephone skills to meet hotel standard
- Ensures all guest requests are responded to immediately
- Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests using up-selling and suggestive selling techniques
- Ensures correct and relevant information to the operating departments so that customer- s expectations are satisfied.
- Handles and follows up allotments, waiting lists and pre-payment reservation.
- Handles inquires and carries out bookings for Central Reservation in accordance with hotel routine.
- Sundry duties initiated by the department manager.
- Co-operates with customers and other departments to prepare and find solutions for arrangements for guests.
- Ensures a high level of cleaning is maintained in your work area
- Abides by the Starwood Employee Handbook.
- Abides by both the hotel and Starwood policies and procedures.
- Demonstrates professional attitude and behavior at all times
- Interacts with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication
- Deals effectively with guests and workplace colleagues from a variety of cultures
- Prepares and maintains files, reports, letters, memorandums and other relevant business documentation
- Analyses, evaluates and improves personal performance on a continual basis.

- Service Charge
- Meal Allowance (2 meals / day)
- Weekly Day Off (2 days / week)
- Public Holiday
- Annual Leave (vacation)
- uniform
- Social Security
- Group Health Insurance
- Provident Fund
- Training for Skill Development
- Annual Bonus