Assistant Manager – Reservations

Sale Role:

• Ensure all team members are up-to-date with hotel product knowledge, including room types, rates, features and facilities, food and beverage outlets & promotions, spa and health club, and all other services.
• Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.

Customer Service Role

• Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
• Ensure that customer services are provided to local tour operators and travel agencies in a friendly and expedient manner.
• Work closely with Manager – Revenue, the Operations team, Front Office and Accounts to ensure a smooth, accurate and efficient guest experience on check-in, meal plans, value inclusions and promotion or package offers, rates and billing.
• Ensure that alternative dates, waitlists or sister hotels are offered to guests on overbooked situations.

Administrative Role

• Ensure that all Dusit International Standard Operating Procedures are being adhered to, by providing regular training to all team members.
• To assist Manager – Revenue to provide training in all aspects of reservations operations to the Reservations and Front Office teams to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and guest satisfaction.
• Maintaining high standards of data quality through regular data cleansing activities.
• Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
• Ensures that reservations team replies to all guest requests within 24 hours of receipt.
• Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies, as well as guest data privacy and security.
• Manage expected arrival list on daily basis in order to ensure reservation details are updated correctly according to correspondence and the Dusit International Standards before providing to all concern departments.
• Ensures that the reservations team understands and applies hotel policies for no-shows, cancellations, credit and pre-payment policies.
• Ensure daily trace/follow up reports are handled according to the requirements.