Reservations and Instant Services Coordinator​ - voco Orchard Singapore

People ​

• Promote team work and quality service through daily communications and coordination with other departments. ​
• Notify sales of any group bookings.​

Financial ​

• Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible.  Suggest alternate dates for sold-out periods.​

Guest Experience  ​

• Sell voco Orchard Singapore products and services using up-selling, cross-selling and suggestive selling techniques to maximise total Hotel revenue.​
• Demonstrate an in-depth knowledge and understanding of hotel and IHG systems – Opera PMS, and guest complaints tracking system in particular, to ensure appropriate capture of data for operation team to meet guest’s requirements during their stay.​
• Answer phone calls in a prompt (within four rings) and courteous manner, while adhering to Brand Standards.​
• Provide recommendations to guests, based on their purpose of travel or stay, the number of people in the travelling party, etc. ​
• Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.​
• Respond appropriately to guest complaints.  Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.​
• Own and resolve guest problems or complaints using appropriate service recovery guidelines.​

Responsible Business ​

• Make reservations accurately on Opera PMS, capturing the correct guest profile (including membership details), stay dates, rates, etc.​
• Process requests for cancellations, reservation revisions, information or guest preference updates. ​
• Clean up new reservations, from pro-actively checking for duplicate bookings to processing special requests (e.g. honeymoon or birthday amenities, alerts for any allergies, etc.) to ensure a perfect stay experience for all guests. ​
• Create room blocks for Group bookings on Opera PMS, and communicating with Business Development Managers on cut-off date, group block pick-up and washes.  ​
• Manage “no show” reservations by investigating and recording of the same, and providing advice to Front Office on charges (if required). ​
• Maintain knowledge of special rates, offers or promotions in Hotel to be able to provide correct and updated information to guests.  ​
• Prepare reports accurately and truthfully (e.g. up-sell report, reconversion reports, etc.). ​
• Handle credit card information and charges for all pre-paid reservations securely and accurately, with the goal of maximising guest satisfaction and reducing rebates.​
• Handles non-phone calls tasks (including but not limited to emails, group bookings, requests from Sales, cleaning up of traces, etc.) ​
• Provide support to operational team in the conversion of Food and Beverage and In-room Dining calls.  ​
• Work as part of a team and communicate with other departments as per Hotel procedures to ensure excellent quality and service.​
• Perform other duties as assigned, to support other Hotel functions as and when required. ​

What we need from you

• Minimum 2 to 3 years of relevant experience in reservations / front office / instant services. ​
• You have minimum 2 years working experience.​
• Proficiency in Opera Property Management System will be an added advantage​
• Must speak fluent English​