Posted
Ref: RP118-2303
Job description / Role
Summary
Proactive, target-based selling, ensuring total revenue optimization. Assisting the Sales department (all segments) to ensure smooth and efficient reservations processed and acting as liaison between Sales & Operational departments.
Operational
- Processes all reservation requests by telephone, Email, OTAs and RESERVE system, promptly and accurately to the established standards.
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
- Ensures proactive sales conversion on target-based selling strategies and objectives. Cross-sells all elements of the Hotel (Rooms, F&B Restaurants and Spa)
- Ensures highest reservation conversion rate with minimum abundant calls lost.
- Ensures a sales attitude is adopted at all times and maintains an awareness of sales opportunities within the hotel.
- Follows up on all tentative bookings from Sales department to ensure minimum wash to our holding business and to ensure all bookings are legitimate with guaranteed liabilities.
- Responsible for groups attrition, ensures daily check on group wash or update and keeps DRS Ensures a high level of product knowledge of the hotel and local area.
- Adheres to pre-set availability, rate controls & promotional activities.
- Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.
- Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
- Develops and maintains a high level of communication with all major sources of business and advises the Director of Revenue Strategy feedback where necessary.
- Checks daily arrivals and informs concerned personnel of any missing information.
- Preparation of weekly and monthly reporting on conversion, total revenue captured and up-selling target achievements.
- Assists and prepare in groups pre-arrival process and also preparing group rooming lists, when directed.
- Inbound and outbound call management and leadership.
Customer Service
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily.
- Act as a main resource for reservations needing assistance technically or with regards to achieving customer satisfaction.
- Maintains positive guest and colleague interactions with good working relationships.
Requirements
Qualifications
- Ideally with a university degree or diploma in Hospitality or Tourism management.
- Minimum 2 years work experience as Reservation Coordinator or Front Office in a larger operation.
- Good problem solving, administrative and interpersonal skills are a must.
About the Company
Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House motel adjacent to the Los Angeles International Airport. Over the following decade, Jay Pritzker and his brother, Donald Pritzker, working together with other Pritzker family business interests, grew the company into a North American management and hotel ownership company, which became a public company in 1962. In 1968, Hyatt International was formed and subsequently became a separate public company. Hyatt Corporation and Hyatt International Corporation were taken private by the Pritzker family business interests in 1979 and 1982, respectively. On December 31, 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a single entity, now Hyatt Hotels Corporation.