Sofitel Legend Metropole Hanoi

MAIN DUTIES:

• The Reservations Shift Supervisor is responsible for assisting to run the Reservations Department.

• Coordinating the department and oversees individual training.

• Ensure accurate, up to date contract information, rate agreements, data input into OPERA for both existing and new clients.

• Assisting to provide training to employees for all policies and procedures

• Handling new email inquiries, incoming calls and assisted with reservations, confirmation, room requests and questions

• Assisted guest departures providing accurate information, collecting payments due and assuring guest satisfaction.

• Maintain knowledge of hotel policies including room rates, discount, special offers and events

• Ensuring guests’ satisfaction by responding to any concerns they may have during their stay

• Updating existing reservations with any changes requested by guests

• Answering questions about hotel services, facilities, and activities

• Coordinate the flow of incoming and outgoing guest traffic by maintaining accurate records of reservations and room assignments

GENERAL DUTIES:

Health and Safety

• Ensure that potential and real hazards are reported immediately and rectified

• Be fully conversant with all departmental fire, and emergency evacuation procedures

• Ensure that required emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure personal safely and protection of property within the premises by applying hotel regulations and through strict adherence to existing laws, statutes etc.

• Ensure staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

• Use safe manual handling techniques and practise safe work habits following Accor health, safety and environmental policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and databases, both hard copy and electronic. Adhere to Accor internet, social media and email policies

• Ensure hotel, customer and staff proprietary information is kept confidential during or after employment with the company.

• Employee benefit card with discounted rates in Accor hotels worldwide + other benefits.

• Opportunity to grow at the property, the company and across the world!

QUALIFICATIONS:

• Minimum 1 to 2 year experience as Reservation Agent in hotel or travel industry

• Strong knowledge of the Opera PMS system is required - ResaWeb or other PMS is a plus

• Solid proven communications & customer interaction ability

• Ability to work well and deliver under pressure, manage duties within deadlines

• Written and oral proficiency in English

• Excellent organizational skills and attention to details

• Flexible with working hours

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