Job Description
The Role
To supervise & manage Reservations operations and coordinates its activities with the other departments.
To ensure a continuously high quality of reservations delivery to the clients and to manage and motivate the reservation team.
To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets.
To be entrepreneurial and to think beyond the boundaries is expected.
To provide service that is sincere, warm and enthusiastic, ensure residents satisfaction
Key Deliverables and Responsibilities
Planning & Organizing:
Maintains effective guest relations to ensure repeat business, and works closely with the other departments of the hotel specially the Front Office and the sales department.
Operations:
Promotes a helpful and professional image to the client and gives full cooperation to any customer requiring assistance with a prompt, caring and helpful attitude.
Contribute to the design of the hotel s business strategy and Revenue targets
Assist in setting pricing strategy for Rooms, C&B, F&B and other revenue such as spa, telephone, laundry, business services, etc.
Monitor online channel representation (GDS, CRO, web, 3rd parties etc.)
Supervises the Reservations Agents in their daily duties, including pick-ups, travel agent commissions and staff responses to clients
Complete the Rate Shopping Report on a daily basis
Ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
Meet and exceed targeted budget on a daily, weekly, monthly and yearly basis
Run short term incentives with the Reservations team to improve yield and to aid the management and development of targets set by the Revenue Manager
Perform daily arrival check to avoid no-shows and rebates and inconveniences at guest check-in.
Is thorough with the application of room reservations and group reservations procedures.
Knows the required operation procedures of opera (or any other system in use) and maintains an awareness of guest, Corporate, Travel Agencies, and Group profile through system.
Shows complete product knowledge, understand rate structure and apply rate management.
Ensures all administration procedures are maintained to hotel and company standards.
Answers all incoming calls to reservations as per company standards.
Positively contributes to the sales activities within the hotel and maximizes sales opportunities.
Anticipates clients needs and assist guests in any further requests.
Attends training sessions when required and operates in line with the training and information received.
Ensures fax machine is checked and correspondence is placed in the in-tray at the start of the shift.
Ensure to distribute and prioritize the booking requests to the team.
Supervise and develop the Reservations Agents
Ensures all reservations and requests are confirmed correctly and within 24 hours and upon request according to the quality standards.
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