Reservations Assistant

Manages reservation

-Handling New booking, Booking Amendment, Booking Cancellation via various methods, including mail, telephone, CCS, property owners and Greystone’s management. -Maintain an organized system for managing reservations, ensuring accuracy and availability.

Check-In/Check-Out: Assist guests with check-in and check-out through CCS or phone calls

-Verify guests’ reservations and assist with the check-in process. -Provide information about hotel facilities and any necessary assistance. -Manage check-out procedures, settle payments, and ensure a smooth departure process.

Handling Guest Queries

-Respond promptly to guest inquiries via CCS, over the phone, or via email. -Coordinate with the property team regarding guest requests or concerns. -Provide information about hotel services, local attractions, transportation, and dining options.

Complaint Resolution

-Listen attentively to guest complaints, showing empathy and understanding. -Take appropriate action to resolve issues, involving management if necessary. -Follow up with guests to ensure their satisfaction and a positive resolution.

Guest Requests

-Fulfill guest requests promptly, whether for extra amenities, room changes, or special accommodations. -Coordinate with the property team regarding guest requests or concerns.

Reservation Cancellations and Modifications

-Assist guests with modifying or canceling reservations according to hotel policies, except for OTA bookings, which guests must handle directly with the OTA. -Communicate any cancellation fees or terms to guests and process refunds or adjustments as needed.

Payment Processing

-Handle guest payments, process invoices, and accurately manage billing information. -Collect the deposit during check-in via bank transfer or credit card. For cash payments, instruct guests to pay directly at the counter (for properties with a counter); otherwise, inform the person in charge at the property to collect the payment.

Maintaining Records

-Keep detailed and accurate records of guest interactions, requests, reservations, and payments. -Use hotel management software or systems to update and maintain databases.

Collaboration

-Coordinate with other departments to ensure a seamless guest experience. -Communicate guest needs or special requests to relevant staff members.

Up-selling and Promotions

-Inform guests about additional services, upgrades, or promotions available during their stay. -Encourage guests to consider additional amenities or services that could enhance their experience.

Daily Report/ Printing

-Prepare reports according to operational needs. For example, the night shift prepares daily departure invoices for OTAs and submits them to finance, sends check-out messages to all departing guests, sends the arrival guest list to Scarletz, and sends the departure guest list to Colony and 99, among other tasks.

The Reservation Assistant's role involves helping customers make reservations and assisting with check-ins and check-outs through Customer Conversation Software (CCS) or phone calls. They should be well-versed in the products and services offered, enabling them to effectively answer any customer inquiries.

Reservation Assistants need to ensure that customers have a positive experience when booking services and can rely on the company for their travel needs.

-Secondary/SPM equivalent -Able to communicate with English & BM (Mandarin as added advantage) -Computer literature -Accept six (6) days work a week with 24/7 shift arrangement