Cluster Assistant Reservations Manager

ssg hotels pte. ltd.; Singapore; On-site; SGD 30,000 - 42,000; Full time

Benefits offered by this job

Marriott discounts

Global Learning + Development tool

2 nights yearly staycation in Garcha集团

20% off Food/Alcohol at Garcha Group

Job summary

The Garcha Group, Singapore’s boutique hotel group, is seeking a Reservations Associate to join our team. You will process reservations, respond to inquiries and support guests with polite, accurate service.

Key duties include handling phone and email requests, inputting data into our reservation system, explaining rates and policies, and escalating issues when needed. Fluent English and at least 1 year in a similar role are required.

Qualifications

• 1+ year experience in hotel reservations or a similar role.
• Fluent in English, with excellent written and spoken communication.
• Strong attention to detail and ability to multi-task.

Responsibilities

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Ensure that all correspondence are replied within 24 hours.
• Identify guest reservation needs and determine appropriate room type.
• 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.
• Indicate special room reservation types by inputting the correct code and rate into the reservation system.
• Follow proper escalation procedures when addressing guest concerns.

Skills

Customer service

Telephone etiquette

Email etiquette

Tools

Reservation system

Job description

An exciting opportunity has arrived at The Garcha Group, Singapore’s boutique hotel group currently with the following hotels:

• Maxwell Reserve, Autograph Collection Hotel (Marriott);
• The Vagabond Club, a Tribute Portfolio Hotel (Marriott);
• The Serangoon Club, a Tribute Portfolio Hotel (Marriott).

Restaurants & Bars:

• Shikar, Isabel Brasserie, Polo Bar Steakhouse & Cultivate (Maxwell Reserve)
• Whiskey Library & Jazz Club (The Vagabond Club)
• GupShup (The Serangoon House)

Garcha Group Benefits:

• As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.
• As an associate of a Marriott hotel, you have access to the “Global Learning + Development” tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)
• 2 nights yearly staycation in any of the Garcha Group hotels in Singapore.
• 20% off Food/Alcohol Bill at all Garcha Group restaurants and bars

Responsibilities include but are not limited to:

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Ensure that all correspondence are replied within 24 hours.
• 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.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Follow proper escalation procedures when addressing guest concerns.

Key Requirements

• At least 1 year experience in a similar role
• Fluent in English (Written and Spoken)
• Excellent telephone & email etiquette