Promote team work and quality service
through daily communications and coordination with other departments.
Notify sales of any group bookings.
Financial
Up-sell rooms where possible according to established
procedures to maximize hotel average room rate; utilize yield management
strategies to ensure a full house whenever possible. Suggest alternate
dates for sold-out periods.
Guest
Experience
Sell voco Orchard Singapore products
and services using up-selling, cross-selling and suggestive selling techniques
to maximise total Hotel revenue.
Demonstrate an in-depth knowledge
and understanding of hotel and IHG systems – Opera PMS, and guest complaints
tracking system in particular, to ensure appropriate capture of data
for operation team to meet guest’s requirements during their stay.
Answer phone calls in a prompt (within four rings) and courteous manner,
while adhering to Brand Standards.
Provide recommendations to guests,
based on their purpose of travel or stay, the number of people in the travelling
party, etc.
Provide accurate information about the city and
the surrounding attractions when asked by guests; mail hotel-specific
information sheets and brochures to guests as requested.
Respond
appropriately to guest complaints. Make appropriate service recovery
gestures according to established guidelines in order to ensure total guest
satisfaction. Communicate any outstanding guest requests or issues to management
that may require additional monitoring or follow-up.
Own and resolve
guest problems or complaints using appropriate service recovery
guidelines.
Responsible Business
Make reservations accurately on Opera PMS, capturing the correct guest
profile (including membership details), stay dates, rates, etc.
Process requests for cancellations, reservation revisions, information
or guest preference updates.
Clean up new reservations,
from pro-actively checking for duplicate bookings to processing special requests
(e.g. honeymoon or birthday amenities, alerts for any allergies, etc.) to ensure
a perfect stay experience for all guests.
Create room blocks
for Group bookings on Opera PMS, and communicating with Business Development
Managers on cut-off date, group block pick-up and washes.
Manage “no show” reservations by investigating and recording of the same,
and providing advice to Front Office on charges (if required).
Maintain knowledge of special rates, offers or promotions in Hotel to
be able to provide correct and updated information to guests.
Handle credit card information and charges for all
pre-paid reservations securely and accurately, with the goal of maximising guest
satisfaction and reducing rebates.
Handles non-phone calls tasks
(including but not limited to emails, group bookings, requests from Sales,
cleaning up of traces, etc.)
Provide support to operational team
in the conversion of Food and Beverage and In-room Dining calls.
Work as part of a team and communicate with other departments as per Hotel
procedures to ensure excellent quality and service.
Perform other
duties as assigned, to support other Hotel functions as and when required.
What we need from you
Minimum 2 to 3 years of relevant experience in reservations / front office /
instant services.
You have minimum 2 years working experience.
Proficiency in Opera Property Management System will be an added
advantage
