Reservations Specialist

As a Reservations Specialist your primary responsibility will be to handle reservations from Contracted and Non Contracted Travel Agent/Tour Operator (TA/TO), ensuring a seamless booking process and delivering exceptional customer service to our partners.

Responsibilities and duties for this position shall include, but not limited to the following areas and activities. 

Reservation Handling

• • Efficiently handle reservations received from Contracted and Non-Contracted Travel Agents and Tour Operators
  • Handle inquiries via phone, email, or other communication channels in a courteous and timely manner.
  • Gain a comprehensive understanding of each property's availability and effectively communicate it to partners.
  • Collaborate with hotels to ensure the proper handling of bookings and requests.
  • Arrival docs & rooming lists verification

Customer Service Excellence

• • Provide outstanding customer service to our esteemed partners and guests, addressing their needs and inquiries with a high level of professionalism.
  • Pay meticulous attention to special requests and preferences to enhance guests overall experience.

Revenue Optimization:

• • Identify opportunities for additional services and amenities to enhance guest’s experience
  • Identify opportunities to sell higher room categories

Reservations System & Technology

• Make use of the reservation system [Opera Cloud] effectively to process bookings and maintain accurate records.

Reservation Policies and Procedures

• • Uphold company policies and procedures tailored specifically for Contracted and Non-Contracted TA/TO bookings, ensuring strict adherence to CHML regulations and standards. 

Team Collaboration:

• • Collaborate with other departments, such as Front Office, Sales and Marketing & Revenue Departments to ensure a seamless guest experience.
  • Communicate effectively with the reservations team to share insights, updates, and assist colleagues during peak periods.

Problem Resolution:

• • Address and resolve any challenges or issues promptly and professionally
  • Elevate complex or unresolved matters to the Assistant Reservations Manager or Reservations Manager as necessary 

Additional Responsibilities:

• • Perform any other duties as assigned by Head of department to support departmental objectives and overall organizational goals.

Candidate Profile:

• As from SC Level
• Computer Literate
• Well conversed in Excel, Word, Power Point
• Experience in Opera Software will be a plus
• Experience in Customer Service or Hospitality Industry

Benefit:

• Medical Insurance
• Meal
• Transport
• Gym
• Flexible Hour (Work from Home can be applicable with specific condition)