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Capella Connects Executive (Reservations & Call Centre)

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Location: Singapore
Company: Capella Singapore
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Position Overview
The Capella Connects Executive handles reservations enquiries and employ sales techniques in order to secure and process reservations for guest accommodations, maximizing hotel room rates and occupancy using effective up selling and suggestive selling methods. Responds to communications from guests, travel agents, and referral networks concerning reservations and to includes group reservations received. Creates and maintains reservation records, prepares letters of confirmation and promptly processes any cancellations and modifications.

The Role

  1. Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents
  2. Provide responses while anticipating and recognizing individual guest needs
  3. Pass on requests in a timely and accurate manner to appropriate colleagues
  4. Input and access data in computer with accuracy and efficiency
  5. Communicate and verify information regarding reservations to the appropriate party
  6. Assign reservations based on guest preferences and availability
  7. Enter all sales booking and group contracts on a timely basis
  8. Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
  9. Communicate pertinent guest information to designated departments/personnel
  10. Create and maintains reservation records by date of arrivals
  11. Prepare letters of confirmation
  12. Process cancellations and modifications and promptly
  13. Process and monitor advance deposits/prepayment on reservations

Talent Profile:

  1. High school graduate or equivalent, preferably hospitality college graduates
  2. Must have strong customer service skills
  3. Must have strong verbal and written communication skills
  4. Willing to work a flexible schedule including weekends
  5. Understanding of hotel revenue management
  6. Experience in hotel property management systems as well as extranets and central reservations systems and their functionalities
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