Reservation Assistant Cum Receptionist

REPORTING TO: Reservations Manager
DEPARTMENT: Reservations
LOCATION: Hanoi

POSITION PURPOSE:

The Receptionist role is responsible for maintaining the reception desk, answering the telephone and greeting staff and clients to PEAK DMC Vietnam’s Hanoi office. To carry out company administrative tasks and supporting PEAK DMC Vietnam leaders and other departments.

The RRA role is responsible for accurately and efficiently confirming bookings of all suppliers. The RRA is also responsible for ensuring the budgeted costs are correct, following the booking procedures and ensuring all information is recorded in the company database.

Operational Accountabilities:
Provide first point of contact to staff, suppliers and clients contacting the Hanoi office
• Greet everyone entering the reception area as soon as they enter in a friendly and professional manner
• Answer the phone in a friendly and professional manner within 3 rings
No internal or external complaints

Manage inbound/outbound post and logging of correspondence:
• All post processed and recorded accurately
• Daily processing of mail and recording of post received

Reservations (booking and cancellations):
• Cost spent on rooms & other services is minimised within allocated budget
• Managing bulk bookings
• Updating bookings (accommodations, transport) and ensure accuracy to client requirements
• Managing bookings for specific brands as allocated by the Team Leader – bookings for activities, accommodations, transfers ect

Ensure accurate reservation information sent to suppliers:
• All services booked and confirmed as per assigned workload and ad-hoc booking requests in compliance with relevant booking procedures
• Accurate and completed in timeframes

To enter all data accurately into Navision in a timely manner:
• Completion of Navision data entries as per Navision user manual and booking procedures
• All Trip Information & Purchase Order produced accurately in Navision 25th day of each month
• Invoice produced accurately each month as time schedule of each brand.

Respond to Intrepid Group/TUI Brand sales department questions :
• Requests/questions actioned within 48 working hours for SBA email
• Requests/questions actioned within 24 hours for Vietnam Ops email
• No emails to be left unanswered at above schedule timelines

Develop good working relationships to external customers (pax and suppliers) and internal customers (colleagues, leaders, and guides):
• Communicate to Team leader as soon as practically possible any booking alteration and emergency
• Ensure inquiries/complaints being handled within 24 hours
• Make sure all pre-trip preparation is completed accurately and relevant documentation to be handed over to internal and/or external customers prior to trip departure date
• Provide on-going support to internal and/or external customers throughout trip duration as required
• Maintain regular contact with suppliers
• No supplier complaints
• Good Leader feedback

Ensure all practical arrangements for trips are completed:
• Ensure all cash requests, supplier pre-payments are submitted 48 hours prior to trip departure
• Ensure all booking documentation is completed & sent to Tour Leader 48 hours prior to trip departure
• Ensure all data information required by the accounting department for supplier payment, supplier and client invoicing is accurate and timely.

Assist in implementing systems, process and adhoc projects, in line with the company process:
• New systems
• More effective and efficient process
• Ad hoc project

QUALIFICATIONS AND EXPERIENCE
• Strong destination/regional and local travel knowledge
• Significant travel industry experience, ideally with adventure travel
• Previous Sales experience essential
• Experience in adventure travel product development
• Demonstrated ability to build strong relationships
• Fluent English language skills (written and verbal)

OTHER SKILLS AND ATTRIBUTES
• Strong alignment with PEAK Values and culture
• Ability to adapt to and work across multiple cultures
• Strong international communication skills via phone and email
• Highly Customer/ client focused
• Strong influencing skills
• Market knowledge and experience across the travel market locally or internationally
• Self-driven and able to work flexibly to meet deadlines
• Ability and willingness to work with local operations, sales and purchasing teams

- AON Insurance, medical checks, Office lunch
- 16 days of annual leave, travel oppotunities
- Development plan

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