Hotel Reservations Executive

Job Description

Job Responsibilities
  • To use selling techniques, relationship building, knowledge of the resort and technical skills provided to optimize the guest experiences
  • Well-equipped with the knowledge to cross- sell and up-sell all Resort products, services and attractions when handling a reservation and inquiry
  • To participate in all assigned training workshops and be able to demonstrate the defined acceptable levels of competency when required
  • To accurately capture, input and verify all relevant information including all additional products, features and services when making a guest booking to provide guests a seamless experience upon their arrival and during their stay
  • Must be able to work in a fast-paced, high volume and performance-based environment while maintaining the highest level of service quality and performance capability
  • Responsible for individual performance and incorporating all corrective action plans including required training identified by your manager
  • Pro-actively seek immediate assistance as needed, address shortfalls in your performance and recognize your abilities
  • To convey a genuine, welcoming and professional level of communication and service at all times while on the telephone and in any form of written communication
  • Strictly adhere to all service delivery, selling and technical execution standards in place during the booking process
  • Strictly adhere to the standards for protocol and decorum in the call center and at all times
  • Build positive, productive and pro-active relationships with all internal and external parties whom you are required to work with to create a guest booking and overall experience
  • Responsible for providing timely and accurate information to all internal and external parties involved in building and selling the guest experience
  • Strictly adhere to all established departmental policies, procedures and operating standards
  • Provide on-time and accurate information to all 3rd party providers involved in creating a guest reservation and subsequent experience options
  • Communicate in a professional, timely, efficient and effective manner with all departments involved in fulfilling guest experience based on the booking requirements
  • To fully understand and exceed all individual, team and guest satisfaction goals established by the department and Resort
  • Manage and confirm all modifications, changes or updates to existing bookings timely and accurately
  • Ensure accuracy of all payment arrangements associated with a guest booking
  • Assume responsibility for managing all guest concerns and know when they need to be escalated to a manager
  • Participate and contribute towards building and maintaining a friendly, fun and high team-spirited work environment
  • Actively work as a team to ensure every reservation call is answered and that every inquiry has a high chance of translating into a guest booking
  • Must be able to work independently in a call center environment, maintaining a high level of productivity, organization and service levels for every guest inquiry handled
  • Share best practices with the management team for evaluation and an opportunity to incorporate them into existing standards, enhancing service levels for the benefit of guests, team and the Resort
  • Awareness of the availability of products, services, offerings, attractions and amenities for sale and accountable for providing the most accurate and up to date Resort information
  • All other duties as assigned
  • Required: Secondary Education Certificate / Diploma
  • Preferred: Junior College Certificate or University Diploma
  • Post secondary Hotel studies and certification is an added advantage
  • Post secondary school Travel Agent / Travel planning certification is an advantage
  • Previous job experience that measured individual performance
  • Prior sales, call center, travel industry or hospitality operations experience is beneficial
  • Must be fluent reading, writing and speaking English
  • Proficiency in other languages such as simple Mandarin and Japanese are extremely beneficial
Work Schedule
  • Must be able and willing to work any day of the week
  • Must be flexible and able to work morning, afternoon or evening shifts on a rotational basis
  • Must be flexible and able to work on public and religious holidays
Physical Requirements / Work Environment
  • Work is carried out predominantly in the Call Center at the Resort but is subject to change to meet business/operational needs
  • Able to work in front of computer screen for an extended periods of time
  • Able to type using computer keyboards for extended periods of time
Skills / Abilities
  • General computer literacy including opening and closing computer programs, logging in and out, navigating around software programs
  • Ability to use computer keyboards, mouse and other peripheral computer equipment assigned
  • Proficient using Microsoft Office applications to include but not limited to Microsoft Outlook, Word and Excel
  • An ability to quickly and accurately type and input required information using a computer keyboard
  • Experienced in using the telephone and email to conduct business
  • Understands numbers and basic Analytical and numerical skills
  • Basic understanding of business principles such as generating or increasing sales volume, revenues and productivity measures
  • Organization and time management skills
  • Excellent verbal and written communication skills
Presence / Behavioral Characteristics
  • Ability to think creatively and detail oriented
  • Passion for selling and providing exceptional service
  • Cultural sensitivity and awareness
  • Ability to build and maintain professional relationships in a team environment and across an organization
  • Comfortable speaking to people from different nationalities and cultures
  • Interest in continuous self and professional improvement
  • Adaptable to change
  • Assertive yet pleasant
  • Good interpersonal and communicative skills.
  • Ability to work independently and as part of a team.
  • Able to manage and prioritize workload
  • Excellent time management, organizational and motivational skills
  • Well groomed and professional disposition
  • Goals and results oriented
  • Willingness to participate in the success of a team as well as personal achievement

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