Job Description
- Handle all reservation requests from individual FIT, groups and companies promptly.
- Be the friendly voice on the phone, creating an excellent first impression of Mama.
- Manage the reservation mailbox and respond to emails with accuracy.
- Monitor and respond to guests’ messengers on Online Travel Agencies (OTA) extranet.
- Serve as a key point of contact for guests, providing detailed information about room types, availability, rates, packages, and promotions.
- Employ upselling techniques to enhance revenue while tailoring recommendations to guests' needs.
- Address guest inquiries and complaints with professionalism, escalating unresolved matters as needed.
- Review the previous day's reservation and maintain up-to-date information in the Property Management System (PMS), including special requests, preferences, and group bookings.
- Monitor the billing of no-shows and late cancellations.
- Collaborate with Front Office and Sales teams to ensure seamless guest check-ins and fulfillment of special arrangements.
- Stay informed about hotel services, policies, promotions, and local attractions to deliver engaging guest interactions.
- Foster a positive, guest-focused atmosphere with enthusiasm, creativity, and collaboration.
- Maintain strict confidentiality on guest information.
- Assist the Revenue Manager with reporting, scheduling, and other administrative tasks.
Qualifications
- Minimum 1-2 years of experience in reservations, front office, or customer service within the hospitality industry.
- Familiarity with Opera Cloud and Microsoft Office Suite.
- Knowing Accor’s reservation system is an advantage
- Excellent verbal and written communication skills in English; additional languages, such as Chinese or French, are a plus.
- A passion for delivering personalized, high-quality service to guests.
- Strong organizational skills with the ability to manage multiple tasks efficiently.
- Proactive problem-solving skills and adaptability to dynamic situations.
- Flexibility to work varying shifts, including weekends, holidays, and evenings.
Mama Would Love It If:
- You bring positive energy and passion to your role, creating memorable guest interactions.
- You thrive in a fast-paced environment and respond creatively to challenges.
- You collaborate effectively with colleagues to achieve shared goals.
- You take pride in accuracy and attention to detail in every task.
- You look for opportunities to improve the guest experience and drive revenue.
Additional Information
We’re sure you know the beat:
1st verse: We set up a first telephone interview with our HR if your application moves to our rhythm.
Chorus: After the successful telephone interview, we will see you at Mama, be ready!
(chorus x2 depending on the position)
Last verse: Mama won’t leave you wondering; you will have an answer from us whatever the outcome.