Reservations Agent

Dusit Thani Laguna Singapore; Abu Dhabi; On-site; AED 100,000 - 145,000; Full time

Job summary

Dusit Thani Laguna Singapore is seeking a Reservations Officer to drive selling and manage bookings with professionalism. You will be knowledgeable about hotel facilities, room types, rates, packages, and promotions, while ensuring guest satisfaction and timely follow-up with reservations teams.

Applicants should hold a bachelor degree in hotel management or business, have 1 year of relevant experience, and be proficient in OPMS, Sabre SynXis CRS, Serenata NetHotel, GDS interfaces, and MS

Qualifications

• Bachelor degree in hotel management or business administration.
• Minimum 1 year of relevant experience in reservations.
• Basic experience with OPMS and related systems.
• Good knowledge of Microsoft Office programs.
• Fluent written and spoken English.
• Enthusiastic and self-motivated, aligned with company values.

Responsibilities

• Drive up selling and achieve revenue targets through reservations.
• Know hotel facilities, room types, rates, and promotions.
• Coordinate with sales and front office on booking status.
• Provide customer service to local tour operators and agencies.
• Maintain guest satisfaction and handle guest requests promptly.
• Promote sister properties and participate in reporting with IT as needed.

Skills

Communication

Upselling

Customer service

Team collaboration

Education

Bachelor degree in hotel management

Business Administration

Tools

OPMS

Sabre SynXis CRS

Serenata NetHotel

GDS Interface

Oasis PMS (China)

Job description

PRIMARY RESPONSIBILITIES:

Sale Role:

• Be knowledgeable of;
  • All hotel facilities/services, hours of operation.
  • All guest room layouts, bed types, décor, appointments, and locations.
  • Room availability for any given day.
  • Restricted dates, rates and room types.
  • All room rates, packages and promotions.
  • Specific arrangements between hotel and travel agencies, corporate reservations center.
  • Entertainment/special events scheduled in the hotel.
• Take personal responsibility for driving up selling, achieving set revenue targets by months.
• Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.

Customer Service Role:

• Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
• Communicates effectively with all guests and colleagues.
• Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
• Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Provide additional guest service such as: transportation, visa requests, restaurant reservations and tours.
• Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.

ACCOUNTABILITIES

• Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations
• Liaise with IT in report and faults on telephone lines or computer network.
• Proactively promote other sister properties of the Dusit Hotels and Resorts.
• Maintaining a good working environment within the department, and also maintains a positive working relationship with other departments in the hotel

TECHNICAL RESPONSIBILITIES

• Knowledge of technical and managerial applications of the following systems and their utilization;
  • Opera Property Management System (OPMS)
  • Sabre SynXis CRS
  • Serenata NetHotel Profile Management
  • GDS Interface (GDS)
  • Oasis Hospitality Software (PMS for China Properties)

COMMERCIAL RESPONSIBILITIES

• Maintains high level of effective communications with guests and colleagues.
• Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENT:

• Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
• Minimum of 1 year in relevant experience in a similar capacity.
• Basic experience with OPMS and all related system and its day to day support.
• Good knowledge of Microsoft office programs.
• Enthusiastic and self-motivated, according to Dusit International’s core values.
• Ability to communicate effectively and professionally written and spoken English