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Responsibility:
-Manage Reservations from all distribution channels: Respond proactively to guests’ queries. Process and confirm all incoming reservations via phone, email, WeChat, Whatsapp, Travel Agent and Online Travel Agent platforms.
-Customer Service Excellence: Provide exceptional customer service by addressing guest inquiries, concerns, and special requests in a professional and timely manner.
-Data Entry & Compliance: Accurately input and maintain reservation data in the hotel management system. Ensure compliance with hotel policies and procedures regarding reservations and cancellations. Regularly update training content based on team feedback and evolving industry standards.
-Inventory Management: Regularly check room availability on online platforms and make actions within Standard Operating Procedures to optimize occupancy and avoid overbooking and operational issues.
-Collaboration: Work closely with the in property Operations and Community teams, Sales Teams and other departments to ensure smooth guest check-in and check-out processes.
-Reporting: Prepare and analyze reservation reports to identify trends and opportunities for improvement in team productivity and guest experience.
-Training and Team management: Develop and deliver comprehensive training programs and Standard Operating Procedures (SOPs) for reservations and virtual reception teams. Empower team members with the skills and knowledge necessary for exceptional service across all properties in the portfolio.
-Ad Hoc Projects: Contributing to the successful implementation of new and ad hoc projects as directed by management, ensuring alignment with organizational goals and fostering effective collaboration among team members.
Qualifications:
-Passion in Customer Service!
-A minimum of 2 year of working experience in a customer-facing role. Candidates with less experience will be considered
-Proficiency in oral and written English is required; Mandarin and other foreign languages are a strong plus.
Rotational shift work is required to meet the needs of the business.
-Experience in the residential real estate industry is a plus, but not a must.
-A team player with an entrepreneurial spirit.
-Competitive and enjoy working in different challenges
-People-oriented, self-driven, and ambitious
-Exceptional customer service skills
-Skilled in communicating and presenting solution effectively with internal and external parties
-Enjoy interacting with people and being passionate about hospitality is a strong plus
-Proficiency in G Suite/ Slack and other cloud platforms is a plus