Duties and Responsibilities:

WELCOME HOME EXPERIENCE

• Maintain proper grooming with complete uniform.
• Always greet the guest with a smile

COMPANY POLICY AND PROCEDURES

• Employee should abide by the Company policies and procedures

PMS SETTING UP and OPERATE

• It is the responsibility of the reservations associate to set up PMS efficiently and should need the following to start:

• property information sheet
• rate sheet and calendar
• house rules

• It is important to have the correct details and input them as accurate as possible including emails of the team.
• Reservations Associate shall operate PMS system, review and update details when necessary.
• shall be the custodian of the PMS system

GUEST COMMUNICATIONS AND COMMUNICATIONS REGISTRY

• Reservations associate shall make sure that all communications are set up for hotel guest to get in touch with the hotel easily:

1. Landline
2. Mobile Number
3. Email Address
4. Social Media (Facebook, Messenger, Instagram)
5. Viber
6. Ota Back End

• All communication shall be assign to the reservations associate and shall be in charge to reply using all relevant fact sheet, FAQ and other details that might be necessary within 24 hours as part of the standard.

COORDINATION with OTA

• Shall coordinate with OTA on opening of property account, booking and payment concern.
• Request for quarterly meeting to improve and enhancing the ranking or visibility on site
• Shall conduct weekly OTA parity check.

DISCOUNT / RATE CHANGES

• Shall provide and validate rate discount or any rate changes to be attached to the daily sales report of accounting.

DNR MONITORING

• Reservations Officer to monitor DNR status in timely basis.
• If in case repair/maintenance is not completed on the said duration a DNR Notice should be issued by Reservations Associate to Property Engineer:

GUARANTEED RESERVATIONS

• Follow up on same day Reservations
• Pre-register the all same day bookings.
• Check all the booking correspondence for the day.
• Call the guest or booker for their arrival time.
• Follow up on next day reservations
• Confirm all next day reservations in the system.
• Obtain any missing information and pre-register guest whenever possible.
• Any amendment is subject for approval especially OTA & 3^rd party bookings.

AUDIT REPORT

• Conduct checking of daily arrivals
• check if all booked guest are checked in.
• Create audit findings when there is discrepancy on guest arrivals and Delayed DNR status and send an email to hotel manager and top management for resolution

MONTHLY MYSTERY AUDIT

• In charge of the team to conduct room audit to verify booked and check in are tally.
• Submit report as part of the monthly accomplishment

REPORTS

• Submit required reports every month.

COVERED SHIFT

• Performs tasks, duties and covered shifts of colleagues in their absence.

OTHERS

• Undertake other duties and tasks that may be assigned from time to time