CANDICE HO

Daily Reservations Sales Activities (FITs & Groups)

• Planning of daily tasks to maximise team member’s strengths and oversees daily operation of the Reservations Team
• Encourage up selling and to adopt the top down selling techniques when hotel is running on high occupancy
• To check on all reservations entered by team member to ensure full accuracy and avoid unnecessary mistakes
• To run through contracts for definite groups and monitor information updated are accurate
• Monitor conversation between guest and reservation sales agents to ensure consistency and accuracy for all information provided
• Handling guests escalations and feedbacks before turning into potential complaints
• Participates in group revenue meeting & event resumes before the arrival of groups; ensuring all guest information, billing instructions and guest preferences are updated in the reservation system

Conducting Human Resources Activities & Coaching

• Shortlisting and recruitment of personnel for the department
• Planning monthly roster in advance, minimising unnecessary overtime pay out
• Coaching reservation sales agents to convert business opportunities into sale and not to displace any potential business
• Utilizing existing on the job training tools for reservation sales agents
• Conducting monthly training for team members or one-to-one training when required
• Review and updating of reservation OJT blueprint & SOP for consistency and ensure that team members follow through
• Being a role model and a firm advocate of teamwork within my team
• Involved in Covid-19 retrenchment & company downsizing exercise – Restructuring team with additional workloads

Reporting

• Identifying and highlighting daily pick up and drop of room nights & revenue to GM & EAM
• Prepares Month-End Report for EAM & other departments
• Performance review of team members with recommendations for promotions or increments

Projects Completed

• Involved in Project team for the new addition of Premier Wing in Year 2010 and major renovation of Main Wing & Executive Wing in Year 2014
• Manage and coordinate with other departments for upgrading of Opera Property Management System and ensure completeness of database migration where all reservations were upgraded to the new system
• Participated in Delphi & Worldhotels Interface in Year 2014 and major OTAs Interface (Agoda, Expedia, Booking.com, Ctrip, Rakuten) in Year 2015

Additional Responsibilities

• Review of travel agent and airline contracts; to proceed with rate loading, allotments & blockage (if any) thereafter
• Documentation security and archiving; arranging & coordinating with CISCO Storage for past-dated correspondences

Frequent Individual Travellers – FIT:

• Maintain a high level of product and service knowledge about Grand Copthorne Waterfront Hotel
• Sell and promote hotel’s product and services using up-selling and suggestive selling techniques
• Maintain knowledge of special rates, current and upcoming promotions
• Develop and maintain a regular pattern of sales calls
• Prepare and execute action plans which will increase reservation sales
• Record and process reservations made by phone, fax and email, ensuring that all reservations received are entered into appropriate systems in a timely and accurate manner
• Managed “no show” reservations by investigation and recording of same
• Monitor reservation levels and inform Reservation Manager of current and future occupancy rates
• Prepare daily reports as requested (e.g.: Daily Occupancy Report among sister’s properties, Daily Revenue Report, Daily Pick Up Report)
• Daily checks on reservations entered yesterday to ensure reservations keyed in by team members are accurate
• Arrival Check – a thorough check on all reservations before guests’ arrival to ensure reservations are guaranteed and accurately keyed in
• Working closely with Reservation Manager and oversee performance of team members to ensure a smooth flow of daily operation
• Assist Reservation Manager in replying emails and generating daily reports (e.g.: Rate View Report, Online Travel Agents Report) during her absented

Group Reservation:

• Manage reservations for corporate and travel agent groups
• Follow up with Sales Manager for current and upcoming groups
• Attending pre-conferences or discussions with other departments to ensure smooth flow of operations

• Establish & maintain a high level of proficiency & professionalism in Catering Sales
• To meet and exceed the Catering Sales departmental monthly’s target
• Strategize and implement ways to improve Catering Sales Department’s revenue goals
• Coordinated with various departments to attain smooth flow of operation
• Supervise and ensure operations related to the events are thoroughly planned and executed
• Maintain good working relationship with clients before, during and after events

• Being selected as part of the set-up team for oversea new outlets’ opening in Thailand and China
• Supervise and coordinate the activities of all full and part time servers engaged in delivering great dining experiences for our guests
• Interact with guests and other individuals outside the restaurants
• Assist Operation Manager and Outlet Manager in achieving long term profitability
• Managed the restaurant operations in the absence of Outlet Manager
• Ensure ample inventories control of all equipments and food & beverage products
• Ensure food & beverage products are ordered and properly stored
• Enhanced employee morale through training, communication and coordination of employees’ efforts
• Conduct proper manpower planning and ensure staffing levels are correct to agreed standards

• Handles incoming telephone enquiries, complaints and questions from members of the public
• Performs follow up calls to customers as required to resolve an outstanding inquiry.
• Ensures that all commitment made on the call are delivered
• Undertake any administration tasks delegated by upper management
• Proactively identifies areas for service and procedural improvement and makes recommendations to the Team Leader