Reservations Management Specialist

1 week ago


Hong Kong, Central and Western District, Hong Kong SAR China Chinachem Group Full time
Job Description

We are seeking a highly skilled and experienced Senior Reservations Supervisor to join our team at Chinachem Group. As a key member of our Reservations department, you will be responsible for managing the daily operations of Reservations, ensuring seamless guest experiences, and driving business growth.

Key Responsibilities:

  • Collaborate with Assistant Reservations Manager to oversee the daily functions of Reservations;
  • Respond to all reservations inquiries via various communication channels, prepare confirmation letters, and maintain accurate records;
  • Fulfill guest needs and requirements by efficiently processing FIT/Group reservations from travel agents, online platforms, corporate clients, and individuals;
  • Maintain accurate tracking of reservations picked up from online channels, hotel websites, and other sources;
  • Organize and file reservation correspondence neatly and accurately on prescribed forms or folders;
  • Verify correspondence accuracy and follow up on any missing information before guest arrival;
  • Actively listen to and resolve guest complaints in a professional and courteous manner;
  • Provide training and supervision to Reservations staff, monitor their tasks, and perform ad-hoc duties as assigned;
  • Candidates with less experience may be considered for the Reservations Supervisor role.

Requirements:

  • Degree/Diploma holder in Hospitality Management or related field;
  • Minimum 6 years of working experience in Reservations, preferably 1 year in supervisory/managerial level;
  • Excellent spoken and written English, Mandarin, and Cantonese communication skills;
  • Familiarity with Property Management Systems (PMS) is preferred, knowledge of Opera/Cambridge is an advantage;
  • Strong problem-solving and complaint handling skills;
  • Effective leadership and interpersonal skills;
  • Well-organized, detail-oriented, self-motivated, and multi-tasking abilities;
  • Good telephone manners and computational skills.


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