Nhân Viên Đặt Phòng (Reservation Agent)

Reservation Agent is responsible for handling all room reservation inquiries, bookings, and requests with efficiency, accuracy, and a warm professional manner. This role serves as the first point of contact for guests planning their stay, ensuring a seamless booking experience that reflects the hotel&039;s commitment to luxury hospitality.

Key Responsibilities
Reservation Handling

Ensure accurate data entry of guest details, preferences, and special requests into the PMS system.
Process room reservations via phone, email, and online channels in accordance with hotel standards.
Handle modifications, cancellations, and waitlist requests professionally.
Manage room inventory, rate availability, and confirm reservations promptly.

Guest Communication

Respond to guest inquiries with warmth, professionalism, and efficiency.
Provide detailed information about room categories, hotel facilities, packages, and promotions.
Assist guests with special requests, including room preferences, amenities, and arrival arrangements.

Revenue & Upselling

Follow rate strategies and yield management guidelines to optimize occupancy and revenue.
Support sales initiatives by identifying and capturing potential business opportunities.
Maximize room revenue by promoting upgrades, packages, and value- added services.

Coordination & Administration

Liaise with Front Office to ensure smooth handling of guest arrivals, special requests, and VIP arrangements.
Coordinate with other departments regarding group bookings, package inclusions, and special requirements.
Maintain accurate records of reservations, deposits, and cancellation policies.

Reporting & Systems

Maintain proficiency in PMS, CRS, and other reservation- related systems.
Ensure all reservations are properly documented and filed according to hotel procedures.
Update and maintain reservation logs, daily reports, and occupancy forecasts.

Guest Service Excellence

Handle guest complaints or issues with discretion, resolving them promptly or escalating when necessary.
Anticipate guest needs and deliver personalized service that aligns with the hotel&039;s luxury brand promise.

Good knowledge of reservation procedures, room types, and rate structures.
Friendly, professional, and service- oriented attitude.
Flexible to work shifts, weekends, and public holidays.
Proficient in Opera PMS or similar hotel reservation systems.
Minimum 1- 2 years of experience in reservations, front office, or customer service within a 4- 5 star hotel.
Team player with a proactive approach.
Diploma or Bachelor&039;s degree in Hospitality Management or related field.
Ability to work under pressure and manage multiple tasks simultaneously.
Strong telephone etiquette and communication skills.
Excellent command of English and Vietnamese (both written and spoken).
Detail- oriented with high accuracy in data entry.

Competitive salary and allowances as per company policy.
Full insurance and benefits in accordance with Labor Law.
Opportunity to be part of the pre- opening team at a landmark luxury property.
Professional training and development opportunities.
Professional working environment.

Cập nhật gần nhất lúc: 2026-04-02 02:35:02