JOB DESCRIPTION
NON-MANAGEMENT POSITION
[Front Office/ Reservations Staff]
Reservations Staff/ Nhân viên đặt phòng
Job Title:
Reservations/ Đặt phòng
Department:
Front Office Manager/ Trưởng bộ phận lễ tân
Report to:
Human Resources Manager/ Tp Nhân sự
Verified by:
Date:
JOB PURPOSE
Receive, process and confirm guest room reservations made by clients./ Tiếp nhận, xử lý và xác
nhận phòng cho khách đặt
PERFORMANCE REQUIREMENTS
Technical
Behavioral
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Negotiation skills
Organisational & time management skills
Keyboard/Computer skills
Analytical and numerical skills
Professionalism
Communication skills (written/verbal)
Information systems knowledge
Guest focus
Excellent telephone manner
Selling & marketing skills
Pursue increased responsibility.
Corporate with other departments.
JOB RESPONSIBILITIES
1. Receives, processes and confirms guestroom reservations made by/for clients over the
phone, personally, by letter or fax/email
2. Keep up to date on all room rates, special offers and promotions.
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3. Prepares and files reservation slips according to established procedures; ensuring that all
pertinent information have been recorded; periodically inspects slips to insure that additional
details, changes and messages for guests have been noted./
4. Attends to inquiries, complaints and requests regarding reservations and refers problems to
Reservation Supervisor or Front Office Manager
5. Sorts and classifies reservations into several types such as firm service, preferential account,
regular FITs, group, VIPs, discounted reservations, complimentary accommodations and
conventions.
6. Types out rack slips in duplicate; places original copy in reservations rack and attaches
duplicate to correspondence for file. Updates correspondence based on subsequent notices
like revisions, cancellations, follow-up letters and deposits, making sure that the rack slip
reflects the details in the correspondence.
7. Prepares charge account notice for accounts charged to company for approval of the Credit
Department; follows up authorization letter from company involved.
8. Checks negotiable vouchers with the travel agent voucher index file to ascertain cash or
credit manner of payment; submits approved vouchers to Reservations Supervisor.
9. Maintains and updates index of travel agent vouchers.
10. Prepares reservations rack and correspondence file for the following day; cross-checks
correspondence with rack.
11. Prepares arrival list for the following day and makes daily listing of number of passengers
arriving on each flight for the information of Bell Service and travel agent. Files and updates
VIP guest history card.
12. Confirms or reconfirms travel agent bookings.
13. Keeps a record of reservations made by travel agencies or airlines to determine the monthly
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and yearly production of the travel agency or airline.
14. Keeps a daily tally of the booking and room nights of various types of reservations.
15. Records and updates forecast changes in the forecast book and board.
16. Records and updates room rate charges in rate book.
17. Prepares monthly transportation report.
18. Assists Reservations Supervisor in preparing weekly forecast.
20. Prepares confirmation slips for delivery to clients.
19. Ensure every customer is top priority and that the telephone courtesy and service extended is
consistently with the image of the Hotel.
20. Identify opportunities for value added services to increase sales profitability and anticipate
client needs.
21. Ensures complaints and requests are handled with the aim of exceeding guests expectations.
22. Ensure a high level of product knowledge is maintained in order to explain services and
facilities to clients as required.
23. Develop an awareness of local services and facilities.
24. Performs duties common to all rank-and-file and non-supervisory personnel and other duties
as may be assigned.
To summarize, it is not the intention of this Job Description to limit the scope or
responsibilities of the above-mentioned, but to highlight the most important aspects of your
position. It is essential that all employees are committed to their jobs and the success of the
enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout
the Hotel.
TRAINING PROVIED BY DEPARTMENT
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JOB SPECIFICATION
Educational Level Tertiary education is the least requirement
Language Proficiency Must be able to use English fluently
Communication
Skills Shorthand
Telephone answering
Experience Prior reservation experience is required
Certificates Required
Job description
Reviewed & Approved
(Name & Signature – HOD)
Reviewed & Approved
(Name & Signature – HR)
Reviewed & Approved by
(Name & Signature – GM)
The below is to ensure that a clear discussion is held between the Manager and Staff and
the job role clearly explained.
Date Discussed
Agreed by
(Name & Signature)
Supervised by
(Name & Signature)
Cc: HR File
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