Reservation Sales Officer (Hotel Rooms)

Description

The Reservation Sales Officer (Hotel Rooms) is responsible for managing room reservations and providing exceptional customer service to guests over the phone, email, and other communication channels. This role focuses on maximizing room revenue by effectively selling available accommodations and enhancing guest satisfaction through personalized service. The ideal candidate will have strong sales skills, a deep understanding of hotel offerings, and a commitment to delivering a high-quality guest experience. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

* Process and follow up on all FIT and group reservations. * Manage the systematic and organized filing of all reservation correspondence. * Keep the Reservations Manager and Revenue Manager updated on daily and last-minute group reservation developments, coordinating closely with them for system updates and forecast changes. * Maintain an effective tracking system for all bookings to ensure timely follow-up. * Monitor and oversee group booking activities, diligently checking all details and cleaning up in Opera three days prior to the first guest's arrival. * Actively maximize sales at 100% occupancy by reviewing pre-blocks. * Meet or exceed monthly upsell targets and maintain abandoned call rates at or below 3%. * Collaborate with the Room Controller and Front Desk team for room assignments and key preparation before the group's arrival, particularly for VIP groups when necessary. * Assist with the group's check-in upon arrival and coordinate with the group or tour leader for any special arrangements needed for leisure groups during office hours. * Attend pre-con meetings for VIP groups as required. * Prepare the group cover sheet three days prior to arrival and distribute it to relevant departments for wholesaler groups. * Handle communication and processing of no-show or cancellation charges and refunds. * Update the Reservations Manager monthly on group commission accruals. * Conduct weekly commission clearances, verifying and investigating as needed. * Address guest complaints and resolve issues when necessary. * Perform other administrative duties, such as report preparation and data collection, as assigned by the Reservations Manager. * Maintain high standards of group data in both Marsha and Opera, ensuring periodic rate setups and cleanups for individual groups. * Support the Reservations Manager in ensuring smooth operations, including adequate phone coverage, distribution of daily duties, and obtaining and sharing briefing notes as needed. * Carry out functions in accordance with hotel policy. * Perform any other duties as assigned periodically.

Qualifications and Requirements

* Minimum qualifications include GCE 'O' Levels and/or a Diploma in Hotel Management. * At least 1 year of relevant experience in hotel room reservation sales is advantageous. * Strong interpersonal, communication, and administrative skills. * Proficient in using a computer. * A strong team player. * Available to start work immediately or within a short notice period.

Working Condition

Working hours

5 days / 44 hours