Reservation & Admin Officer

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

• Assist in the effective operation of the Front Office department, to meet the business goals of the hotel.

• Adhere to all Standard Operating Procedures.

• Ensure timely responses to all emails pertaining to pre-booking matters, addressing inquiries and providing necessary information in a prompt and efficient manner.

• Take personal responsibility for driving upselling and achieving set revenue targets by months.

• Be fully aware at all times of the Selling Strategy, rates, packages, groups and booking status of the hotel.

• Process and respond within 24 hours to all inquiries according to company standards.

• Maintain effective office administrative procedures within the department that will safeguard and detect double bookings, and non-guaranteed bookings related to pre-booking activities.

• To be up to date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.

• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.

• Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.

• Maintain a motivational working environment within the department, and with other colleagues in the hotel.

• Understand how the Executive Office, Sales Office, Group Sales Department and Front Desk relate to the Reservation Department.

• Ensure the master tracking sheet for guest vouchers is updated promptly, facilitating accurate and up-to-date records of voucher-related information.

• Be knowledgeable about local seasonality and events.

• To provide assistance and friendly gesture to local representatives of tour operators and travel agencies.

• Replying to every request for information within the timeline specified by the hotel.

• To provide effective administrative support for the department, completing all activities to the required standard, and in a timely manner.

• Organisation of and attendance at hotel meetings, and the efficient coordination of all logistical and support activities when required.

• Efficient processing of mail, faxes and other written communications on behalf of the hotel

• Undertake any other reasonable responsibilities and requests by guests and Management.