Reservation associateCAMP NETANYA RESORT & SPA

JOB DESCRIPTION
Duties and Responsibilities:
WELCOME HOME EXPERIENCE
Maintain proper grooming with complete uniform.
Always greet the guest with a smile
COMPANY POLICY AND PROCEDURES
Employee should abide by the Company policies and procedures
PMS SETTING UP and OPERATE
It is the responsibility of the reservations associate to set up PMS efficiently and should need the following to start:
property information sheet
rate sheet and calendar
house rules
It is important to have the correct details and input them as accurate as possible including emails of the team.
Reservations Associate shall operate PMS system, review and update details when necessary.
shall be the custodian of the PMS system
GUEST COMMUNICATIONS AND COMMUNICATIONS REGISTRY
Reservations associate shall make sure that all communications are set up for hotel guest to get in touch with the hotel easily:
Landline
Mobile Number
Email Address
Social Media (Facebook, Messenger, Instagram)
Viber
Ota Back End
All communication shall be assign to the reservations associate and shall be in charge to reply using all relevant fact sheet, FAQ and other details that might be necessary within 24 hours as part of the standard.
COORDINATION with OTA
Shall coordinate with OTA on opening of property account, booking and payment concern.
Request for quarterly meeting to improve and enhancing the ranking or visibility on site
Shall conduct weekly OTA parity check.
DISCOUNT / RATE CHANGES
Shall provide and validate rate discount or any rate changes to be attached to the daily sales report of accounting.
DNR MONITORING
Reservations Officer to monitor DNR status in timely basis.
If in case repair/maintenance is not completed on the said duration a DNR Notice should be issued by Reservations Associate to Property Engineer:
GUARANTEED RESERVATIONS
Follow up on same day Reservations
Pre-register the all same day bookings.
Check all the booking correspondence for the day.
Call the guest or booker for their arrival time.
Follow up on next day reservations
Confirm all next day reservations in the system.
Obtain any missing information and pre-register guest whenever possible.
Any amendment is subject for approval especially OTA & 3rd party bookings.
AUDIT REPORT
Conduct checking of daily arrivals
check if all booked guest are checked in.
Create audit findings when there is discrepancy on guest arrivals and Delayed DNR status and send an email to hotel manager and top management for resolution
MONTHLY MYSTERY AUDIT
In charge of the team to conduct room audit to verify booked and check in are tally.
Submit report as part of the monthly accomplishment
REPORTS
Submit required reports every month.
COVERED SHIFT
Performs tasks, duties and covered shifts of colleagues in their absence.
OTHERS
Undertake other duties and tasks that may be assigned from time to time
OTHER JOB REQUIREMENTS
Education
Bachelor's/College Degree
Field of study
Hospitality/Tourism/Hotel Management
Specialization
Customer Service
Accounting, Sales