Khu nghỉ dưỡng WoCAL

* Job Summary
- The Reservation Assistant at WoCAL is responsible for handling reservation inquiries and bookings efficiently and courteously. This role involves assisting guests with reservation requests, providing information about accommodations and services, and ensuring accurate entry of reservation details into the system. The ideal candidate possesses excellent communication skills in Vietnamese, with proficiency in English being a plus, and is committed to providing exceptional customer service that reflects our eco-luxury brand and philosophy of slow living.
* Duties and Responsibilities
- Reservation Handling
+ Respond promptly to reservation inquiries received via phone, email, website, and OTAs.
+ Provide detailed information about room types, rates, packages, and resort amenities.
+ Assist guests with booking accommodations, ensuring all details are accurately recorded.
+ Process modifications and cancellations according to resort policies.
- Customer Service Excellence
+ Deliver friendly and professional service to all guests and partners.
+ Address guest questions and concerns with patience and empathy.
+ Promote additional services and special offers to enhance the guest experience.
- System Management
+ Enter and update reservation information in the Property Management System (PMS).
+ Ensure data accuracy and maintain organized records of all bookings.
+ Monitor room availability and coordinate with the Reservation Supervisor to manage inventory.
- Communication and Coordination
+ Collaborate with the Front Office and Housekeeping teams to ensure guest requests are fulfilled.
+ Inform relevant departments of special guest requirements or preferences.
+ Communicate effectively with the Reservation Supervisor regarding any issues or unusual requests.
- Administrative Duties
+ Prepare daily reports on reservations, arrivals, and departures as required.
+ Handle payment processing and ensure compliance with financial procedures.
+ Assist in maintaining up-to-date files and records, both electronically and physically.
- Promotion of Resort Philosophy
+ Share information about the resort's sustainability initiatives and eco-friendly practices with guests.
+ Encourage guests to participate in activities that align with the philosophy of slow living and local engagement.
- Policy Compliance
+ Adhere to all resort policies, procedures, and service standards.
+ Maintain confidentiality of guest information and protect data privacy.
- Personal Development
+ Participate in training sessions and meetings to enhance skills and knowledge.
+ Stay informed about resort updates, promotions, and local attractions.* Knowledge, Skill, and Ability
- Communication Skills
+ Excellent verbal and written communication skills in Vietnamese.
+ Proficiency in English or other languages is a plus.
+ Ability to convey information clearly and courteously.
- Customer Service Orientation
+ Strong commitment to providing exceptional guest service.
+ Friendly and approachable demeanor with good interpersonal skills.
+ Ability to handle guest inquiries and resolve issues effectively.
- Technical Proficiency
+ Familiarity with Property Management Systems (PMS) and reservation software is an advantage.
+ Basic computer skills, including Microsoft Office applications (Word, Excel, Outlook).
- Organizational Skills
+ Attention to detail and accuracy in data entry and record-keeping.
+ Ability to multitask and manage time effectively in a fast-paced environment.
- Teamwork
+ Ability to work collaboratively with colleagues across departments.
+ Willingness to assist others and contribute to a positive work environment.
- Cultural Awareness
+ Appreciation for local culture and the ability to share this with guests.
+ Commitment to promoting the resort's philosophy and values.
- Problem-Solving Skills
+ Proactive approach to identifying and addressing guest needs.
+ Ability to remain calm and professional under pressure.
* Education and Formal Training
- Education
+ High school diploma or equivalent required.
+ Diploma or degree in Hospitality Management, Tourism, or a related field is an advantage.
+ Training
+ On-the-job training will be provided.
+ Additional training or certifications in customer service or hospitality operations are beneficial.
- Experience
- Hospitality Experience
+ Previous experience in reservations, front office, or customer service roles within the hospitality industry is preferred but not required.
+ System Proficiency
+ Experience with reservation systems and PMS is an advantage.