● Act as a main resource for reservation agents needing assistance technically or with regards to achieving

customer satisfaction.

● Manage systems that are set up within the reservations department to ensure accurate handling and

monitoring of phone calls.

● Selling all tour packages in the property

● Responds to all guest’s inquiry in a professional manner either from Emails, Live Chat, Incoming Calls,

social media channel Facebook, telegram, Instagram or Line

● Knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and

services.

● Handling to arrange guests, Tour, pick up/ drop off with Tuk Tuk driver / Tour Partner

● Assist property commercial to create content for social media

● Manage systems that are set up within the reservation department ie: PMS, Extranet B2B and B2C

● Ensuring all data entry are accurate with consistence tracking

● Handling group inquiry as well as key into the PMS accordingly with proper information supplied

● Maintain a clean and organized work area

● Attend all scheduled meetings as required with HOD’s or property commercial

● Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.

● Updating daily report and send to Management level in a timely manner

● Determine work procedures, prepare work schedules, assign duties and expedite work flow for

reservation agent.

● Train new reservation staff for the product knowledge, telephone etiquettes, reservation module on

PMS and how to handle incoming emails, live chat.

● Tracking daily inquiry by email, incoming calls, live chat, social media

● Previous experience is an asset

● Speak very good English required

● Previous customer service experience required

● Previous Property Manager System experience preferred

● Computer experience at intermediate level is mandatory with knowledge of Microsoft Offic(Excel, PowerPoint and Word, Access)

● Strong interpersonal and problem-solving abilities

● Highly responsible & reliable

● Ability to work well under pressure in a fast-paced environment

● Ability to work cohesively as part of a team

● Ability to focus attention on guest needs, remaining calm and courteous at all times

● Minimum 2 years’ experience as Reservations Agent at a local or international hotels