Rosewood Hotel Group Trang chủ

KEY RESPONSIBILITIES

Job summary:  

The Reservations & Rooms Coordinator is responsible for managing all aspects of guest reservations and room inventory to ensure seamless operations and maximize revenue. The role coordinates and inputs reservations from all market segments, optimizes room assignments based on guest preferences, VIP status and operational needs, and manages inventory to ensure straight line availability. The position requires strong communication with Front Office, Sales and Housekeeping to maintain accuracy, efficiency and exceptional guest experiences. Additionally, the role leverages superior sales techniques to upsell hotel services including Food and Beverage, Spa and Transportation.

Essential duties and responsibilities – (Key activities)

1. Conduct their duties in a courteous, safe and efficient manner, in accordance with the resort’s policies & procedures, ensuring that a high level of service is maintained
2. Accurately audit and ensure reservation accuracy for all market segments in the PMS system
3. Ensure timely handling of all calls and emails in accordance with Rosewood standards
4. Proactively up-sell reservation inquiries and promote hotel offers, amenities and services
5. Maintain and update Opera with accurate guest profiles, preferences, and contract details for production tracking 
6. Manage and assign guest room blocks based on preferences, VIP status and operational requirements
7. Monitor out-of-service and out-of-order rooms, adjusting inventory as needed
8. Review daily inventory reports, balance the house and upgrade eligible guests
9. Coordinate preventive maintenance room blocks with Engineering
10. Assist Front Desk by managing room assignments and addressing guest inquiries
11. Generate daily opening and closing reports for reservations and room inventory
12. Manage guest ledger, process billing adjustments and handle refunds as appropriate. Work with Finance and report any issues to ADOF or Director of Finance, Business Partner.
13. Monitor item inventory and coordinate with Housekeeping during high demand periods
14. Performs additional responsibilities and tasks as assigned to support departmental and organizational objectives

Required skills

1.      Proficiency in written and spoken English

2.      Computer literate with Microsoft Office / Excel / Power Point

3.      Convey a high level of understanding of the importance of attending to detail

4.      Ability to problem solve / to work under pressure.  To handle challenging situations with guests diplomatically.

5.      Ability to Multitask

6.      Accuracy of work (attention to detail)

7.      Actively participate as a team player to ensure unit cohesion.

8.      To maintain a high level of quality output regardless of the task load

9.      To take initiative and act quickly to deliver projects in a professional manner.

10.   Pro-active and revenue focused to ensure that all targets are met.

11.   A friendly and personable character.

Qualifications

High School or equivalent education preferred

Experience

Minimum 1 year of related work experience, preferably in the hotel industry

Document addendum

Job Descriptions are only valid with this addendum page; signed by authorised Management only and according to authorised levels below.

This job description will be reviewed on a regular basis to incorporate any new responsibilities which reflect the business requirements.