Khu nghỉ dưỡng WoCAL

* Job Summary
- The Reservation Supervisor at WoCAL is responsible for overseeing the reservations team to ensure efficient and effective handling of all booking inquiries and processes. This role involves managing reservations across various channels, including direct bookings, online travel agencies (OTAs), and travel agents, while providing exceptional customer service. The ideal candidate possesses strong leadership skills, excellent communication abilities in Vietnamese, and a commitment to promoting our eco-luxury brand and philosophy of slow living.
* Duties and Responsibilities
- Team Management
+ Supervise and lead the reservations team, including scheduling, training, and performance evaluations.
+ Ensure all reservation inquiries are handled promptly, courteously, and professionally.
+ Conduct regular training sessions to enhance team skills in customer service and reservation systems.
+ Monitor team performance, provide feedback, and implement improvement plans as needed.
- Reservation Operations
+ Oversee the processing of reservations received via phone, email, website, OTAs, and travel agents.
+ Ensure accuracy in recording reservation details, guest preferences, and special requests.
+ Manage room inventory and allocations in coordination with the Front Office and Revenue Management teams.
+ Maintain up-to-date knowledge of room rates, packages, promotions, and resort policies.
- Customer Service Excellence
+ Provide exceptional service to guests and partners, addressing inquiries and resolving issues effectively.
+ Handle escalated reservation issues or complaints with professionalism and empathy.
+ Ensure that all communication reflects the resort's brand values and commitment to sustainability.
- System Management
+ Oversee the use of the Property Management System (PMS) and reservation software.
+ Ensure data integrity and accuracy in all reservation records.
+ Implement best practices for efficient reservation processing and data management.
- Reporting and Analysis
+ Prepare regular reports on reservation activities, occupancy forecasts, and booking trends.
+ Analyze reservation data to identify opportunities for revenue enhancement and improved guest satisfaction.
+ Provide insights and recommendations to management based on data analysis.
- Collaboration and Communication
+ Coordinate with the Sales & Marketing team to implement promotional strategies and special offers.
+ Liaise with the Front Office, Housekeeping, and other departments to ensure guest expectations are met.
+ Communicate effectively with team members and management regarding reservations status and updates.
- Policy Compliance
+ Ensure adherence to the resort's policies, procedures, and service standards.
+ Maintain compliance with all relevant regulations and data protection laws.
- Promotion of Sustainability
+ Incorporate the resort's eco-friendly initiatives and philosophy of slow living into guest communications.
+ Promote sustainable practices within the reservations team and encourage guest participation.* 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 interact professionally with guests, team members, and partners.
- Leadership Skills
+ Proven ability to lead, motivate, and develop a team.
+ Experience in training and performance management.
- Customer Service Orientation
+ Strong commitment to providing exceptional guest service.
+ Ability to handle difficult situations and resolve issues effectively.
- Technical Proficiency
+ Familiarity with Property Management Systems (PMS) and reservation software.
+ Proficient in Microsoft Office applications (Word, Excel, Outlook).
- Organizational Skills
+ Excellent attention to detail and accuracy.
+ Ability to multitask and prioritize tasks in a fast-paced environment.
- Analytical Abilities
+ Ability to analyze data and prepare meaningful reports.
+ Understanding of revenue management principles is an advantage.
- Cultural Awareness
+ Appreciation for local culture and the ability to incorporate it into guest communications.
+ Commitment to promoting the resort's philosophy and values.
- Problem-Solving Skills
+ Proactive approach to identifying issues and implementing effective solutions.
* Education and Formal Training
- Education
+ Diploma or degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Certifications
+ Additional certifications in hospitality operations or customer service are advantageous.
* Experience
- Hospitality Experience
+ Minimum of 3 years of experience in reservations or front office roles within the hospitality industry.
+ Previous supervisory experience is preferred.
- System Proficiency
+ Experience with reservation systems and PMS is required.