Reservation & Ecommerce Assistant Manager

Accountability

Efficiency, accuracy, and effectiveness of reservations handling including the conversion rates of inquiries and channel distributions into confirmed reservation.

Responsibilities:

• Help guests with planning and booking reservations for integrated Resort products and services, including activities during stay
• Understand guests needs and provide them with personalized solutions by finding guest preference and travel plan for suggestive selling potential.
• Be customer centric with internal and external guests via all communication channels.
• Deliver high touch experience that is aligned with Company Service Strategy to all guests.
• Handle first level complaint with a pleasant disposition
• Agility to handle services and requests effectively & efficiently.
• Apply logic and high EQ in guest challenges and proactively offer/discuss resolution with manager / General Manager.
• Fully knowledgeable about hotel guest villas, rates, promotions, amenities, programs, resort facilities and services including nearby dining, shopping, point of interest and activities.
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of enquiries.
• Create and manage rates and packages configured on the Property Management System.
• Track all reservations picked up from all online channels like hotel websites, OTA, another third party, etc.
• Coordinate with the channel manager, or software vendors for any availability, rate, or booking integration issues.
• Handle external systems like channel Managers, Web booking engines, Rate comparison tools, Online Travel Agents extranets, etc.
• Update No-shows and cancellations on all OTAs without fail to avoid any unwanted commissions.
• Open and close the availability in all the channels and on the hotel website.
• Responsible for maintaining Rate parity across all booking Channels (Website, OTA, Travel Agents Etc.)
• Adjust rates according to suggestions from Sales & Marketing Manager/ General Manager.
• Verify all reservations taken on the reservation forms are updated on the PMS without fail.
• Understand and enforce company credit policies and ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations.
• Verify if each reservation request is processed as per the hotel standards and without delay.
• Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
• Process retentions, no-shows, and cancellations as per the hotel policy and procedures.
• Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
• Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits/guarantees.
• Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
• Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc.
• Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival.
• All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
• Maintain department-approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables, and reservation letters.
• Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling.
• Ensure acceptable service levels and all statistical reports are sought and maintained.
• Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting, and forecasting purposes.
• Check forecasting reports based on statistics codes ( Market, Source, Rate Code, etc.), reservations that are wrongly tagged should be amended.
• Receive contracts detailing room allotments and create allotments on the property management system.
• Train Butler team or Manager on duty in taking reservations inquiries, checking villa availabilities, telephone etiquettes, reservations modules on property management system, and record it in reservation log book for further follow up.
• Prepares expected arrival list for operational use.
  
  
  

Other Requirements:

• Fluency in English is a must.
• Willingness to work in Bukit, Bali.