Full-timeHotels & hospitality· Posted 29 Jul

Reservations and Instant Services Coordinator - voco Orchard Singapore

IHG Hotels & ResortsFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

TEOrchard Boulevard581 Orchard Road, Singapore 238883

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role sits with the reservations and instant services team at voco Orchard Singapore, handling room bookings, guest calls and service recovery. It suits someone with prior reservations or front office experience who is comfortable with hotel systems and enjoys solving guest problems.

What you'll do

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Coordinate with other departments daily to support teamwork and service quality
Inform the sales team about group bookings
Up-sell rooms following set procedures to lift the hotel's average room rate, using yield management to keep the hotel full and suggesting alternative dates when sold out
Sell hotel products and services through up-selling, cross-selling and suggestive selling to grow total hotel revenue
Use hotel and IHG systems, especially Opera PMS and the guest complaints tracking system, to capture data the operations team needs
Answer phone calls promptly, within four rings, and courteously, following brand standards
Recommend options to guests based on their reason for travel and party size
Give accurate information about the city and nearby attractions, and mail hotel information sheets and brochures when asked
Respond to guest complaints and make service recovery gestures per guidelines, flagging outstanding requests or issues to management
Take ownership of guest problems and resolve them using service recovery guidelines
Make reservations accurately in Opera PMS, capturing the correct guest profile including membership details, stay dates and rates
Process cancellations, reservation changes, information requests and guest preference updates
Clean up new reservations by checking for duplicates and handling special requests such as honeymoon or birthday amenities and allergy alerts
Create group room blocks in Opera PMS and liaise with Business Development Managers on cut-off dates, block pick-up and washes
Manage no-show reservations by investigating and recording them, and advising Front Office on charges when needed
Keep up to date with special rates, offers and promotions to give guests correct information
Prepare reports accurately, such as up-sell and reconversion reports
Handle credit card information and charges for pre-paid reservations securely to maximise guest satisfaction and reduce rebates
Handle non-phone tasks including emails, group bookings, sales requests and cleaning up traces
Support the operations team in converting Food and Beverage and in-room dining calls
Work as part of a team and communicate with other departments per hotel procedures
Perform other assigned duties to support other hotel functions when required

Reservations and Instant Services Coordinator - voco Orchard Singapore

About the role

What you'll do

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