Reservations Officer, Capri by Fraser China Square

Job Summary The Reservation Officer will handle booking requests from guests, companies and travel agents via phone or other platforms and ensure the booking information is captured accurately into the system and all related data is managed confidentially. The role will ensure that the room inventory and rates are updated and also adhere to all policies and procedures, complying with quality assurance and standards. Job Description Attend to enquiries through Reservation’s hotline and email, adhering to brand service standards. Attend to reservations made through online travel agents (OTAs) & Brand Website booking engines. Achieve target conversion of enquiries to materialized bookings. Perform reservations in a timely and efficient manner, upselling higher category rooms where possible. Assist to update OTAs & Brand Website booking engines’ inventory and update Reservations Manager on status. Submit reports (Daily Reports, month-end reports etc.) in a timely manner. Ensure adherence by Sales & Marketing team to Policies and Procedures of Reservations. Make sure that files/e-files are kept up to date. Promote goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees. Perform other ad-hoc duties as assigned. Key Qualification Professional Certificate/Nitec, Diploma, Hospitality/Tourism/Hotel Management or equivalent. Proven experience as hotel reservation agent, concierge, or experience in customer service role is an advantage. Must have strong customer service skills. Must have strong verbal and written communication skills. Understanding of hotel revenue management.