Manages reservation
- Handling New booking, Booking Amendment, Booking Cancellation via various methods, including mail, telephone, CCS, property owners and Greystone's management.
- Maintain an organized system for managing reservations, ensuring accuracy and availability.
Check-In/Check-Out: Assist guests with check-in and check-out through CCS or phone calls
- Verify guests reservations and assist with the check-in process.
- Provide information about hotel facilities and any necessary assistance.
- Manage check-out procedures, settle payments, and ensure a smooth departure process.
Handling Guest Queries
- Respond promptly to guest inquiries via CCS, over the phone, or via email.
- Coordinate with the property team regarding guest requests or concerns.
- Provide information about hotel services, local attractions, transportation, and dining options.
Complaint Resolution
- Listen attentively to guest complaints, showing empathy and understanding.
- Take appropriate action to resolve issues, involving management if necessary.
- Follow up with guests to ensure their satisfaction and a positive resolution.
Guest Requests
- Fulfill guest requests promptly, whether for extra amenities, room changes, or special accommodations.
- Coordinate with the property team regarding guest requests or concerns.
Reservation Cancellations and Modifications
- Assist guests with modifying or canceling reservations according to hotel policies, except for OTA bookings, which guests must handle directly with the OTA.
- Communicate any cancellation fees or terms to guests and process refunds or adjustments as needed.
Payment Processing
- Handle guest payments, process invoices, and accurately manage billing information.
- Collect the deposit during check-in via bank transfer or credit card. For cash payments, instruct guests to pay directly at the counter (for properties with a counter); otherwise, inform the person in charge at the property to collect the payment.
Maintaining Records
- Keep detailed and accurate records of guest interactions, requests, reservations, and payments.
- Use hotel management software or systems to update and maintain databases.
Collaboration
- Coordinate with other departments to ensure a seamless guest experience.
- Communicate guest needs or special requests to relevant staff members.
Up-selling and Promotions
- Inform guests about additional services, upgrades, or promotions available during their stay.
- Encourage guests to consider additional amenities or services that could enhance their experience.
Daily Report/ Printing
- Prepare reports according to operational needs. For example, the night shift prepares daily departure invoices for OTAs and submits them to finance, sends check-out messages to all departing guests, sends the arrival guest list to Scarletz, and sends the departure guest list to Colony and 99, among other tasks.
,
The Reservation Assistant's role involves helping customers make reservations and assisting with check-ins and check-outs through
Customer Conversation Software (CCS) or phone calls. They should be well-versed in the products and services offered, enabling them to effectively answer any customer inquiries.
Reservation Assistants need to ensure that customers have a positive experience when booking services and can rely on the company for their travel needs.
- Secondary/SPM equivalent
- Able to communicate with English & BM (Mandarin as added advantage)
- Computer literature
- Accept six (6) days work a week with 24/7 shift arrangement
[Apply now at https://my.hiredly.com/jobs/jobs-malaysia-greystone-management-sdn-bhd-job-reservations-assistant-0]
