Reservations Sales Manager
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Job Number 17002OZK
Job Category Reservations
Location The St. Regis Kuala Lumpur, Kuala Lumpur, Malaysia VIEW ON MAP
Brand St. Regis Hotels & Resorts
Position Type Non-Management/Hourly
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Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures.
Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate.
Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests.
Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue.
Input and access data in reservation system.
Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies.
Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others and comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by Supervisors.
- Must have excellent knowledge of Reservation operations for at least 1 year
- Must have good knowledge on using Microsoft office (Words,Excel,Powerpoint & Outlook)
- Have knowledge on Revenue Management and Sales & Marketing
- Knowledge of Galaxy Lightspeed would be beneficial but not a must.