Reservations and Communication Agent

• Ensures consistent delivery of personalised service when answering all incoming and outgoing calls with proper telephone etiquette and a calm demeanor.
• Be confident in answering questions regarding hotel's offerings, guest room features and emergency protocols.
• Be the champion of the hotel's offerings and local city's culture and heritage by providing Concierge service including but not limiting to recommending and arranging reservations for dining, attractions and Capella Curates.
• Assists in transferring inter-department and guest calls efficiently and accurately to ensure a smooth communication. Periodically update directory to ensure accurate information.
• Receives and log messages for guests and colleagues under the appropriate system and ensure timely delivery of message to them.
• Logs and organise wake-up call requests under the appropriate system and provide timely wake-up call service. Coordinate with the relevant department for special requests.
• Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
• Effectively communicate with all departments for guest requests and ensures that proper recording of requests are logged in the appropriate system (e.g. KnowCross).
• Be proficient and knowledgeable on all In-Room Dining menus, assist in taking In-Room Dining order from guests, and communicate order to the IRD department when necessary.
• Be prepared for any emergencies that may arise (e.g. bomb threat calls). Report to the Security department should an emergency occurs, remain calm and follow through the SOPs found in the Red Book.
• Handle any service 'Glitches' and report it under the appropriate system, resolve the issue and ensure that corrective actions and service recovery follow ups are actioned upon in a timely manner.
• Be the champion of all room types, selling status, rates, and benefits of all packages plans to better promote the hotel's offering and aligns with the prospective guest's needs.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Be the liaison between OTAs, Travel Agencies and the hotel in communicating and managing of rooms inventory sales and to ensure that rate parity is enforced.
• Actively listen and provide anticipatory needs by asking relevant questions to better understand guests' needs to determine the most appropriate room to maximize satisfaction and room rate.
• Proactively engage in upselling of guest rooms, hotel facilities, services and amenities using sales techniques such as personalizing calls, obtaining complete guest needs, suggesting alternate dates etc. to maximise potential revenue generation opportunities.
• Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Understands the hotel's policy on guaranteed reservations and no-shows. Processes cancellations and modifications and promptly relays this information to the front desk in a timely manner.
• Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
• Provide confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Accommodate and documents special guest requests, preferences under the appropriate system and effectively communicate this information to the relevant department.
• Identify repeat guests and ensure accurate updates of their profiles under the appropriate CRM system, using appropriate codes.
• Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.
• Indicate special room reservation types (e.g., complimentary rooms, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Preparing and process Pro-forma Invoice and Advance Deposits (Credit cards) and apply to appropriate guests accounts on daily basis.
• Oversee accuracy of room blocks and reservations by monitoring all GDS channels, hotel websites and OTA platforms.
• Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support
• Report any issue or damages and breakdowns found to the relevant department. Follow up with the work order status to ensure that issue is resolved.
• Adhere and comply to all departmental procedures, workplace safety and security policies set by the company.

Capella Hotels & Resorts