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.

Description: 

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. With your expertise in managing these bookings, you will play a key role in maximizing revenue and maintaining strong partnerships with them.

Responsibilities and duties:

 The position shall include, but not limited to the following areas and activities. At the Management’s discretion, direction may be given for tasks outside the scope of work described:

• 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(1 or 2 year)

Benefit:

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