Reservation and Call Center Executive (Capella Connects)

Position Overview

The Capella Connects Executive handles reservations enquiries and communications from guests, travel agents, and referral networks.

The Role

Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.

Communicate pertinent guest information to designated departments/personnel

Pass on requests in a timely and accurate manner to appropriate colleagues

Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents

Enter all sales booking and group contracts on a timely basis

Create and maintains reservation records by date of arrivals

Prepare letters of confirmation

Process cancellations and modifications and promptly

Process and monitor advance deposits/prepayment on reservations

Talent Profile:

Strong customer service skills

Strong verbal and written communication skills

Fluent in English and Mandarin to effectively communicate with guests who communicate primarily or exclusively in Mandarin

Willing to work a flexible schedule including weekends

Experience in hotel property management systems as well as extranets and central reservations systems and their functionalities