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