Assess the current state and define a course of action to achieve desired future goal, “what is measured gets done”.
Making sure that the set departmental annual objectives are met and the team is working together to achieve the target.
Attend the daily morning strategy meeting and briefing the team with the selling strategy, as decided by the executive committee every day.
Monitors same day selling procedures to maximize room revenue and control property occupancy.
Planning and developing staff recruitment with HR department.
Tracks late cancellation/no-show reservations and processes charges as needed.
Preparation and distribution of turn-away statistical report.
Attends Front Office and Credit Meeting.
Set-up/create and update packages (meals, spa and etc.) in OPERA
Monitors telephone call volume and reports daily to the Director of the department of the trends and initiates solutions to avoid overflow calls.
Spot check on calls for consistency in service delivery.
Daily checks of the Reservations Trace report ensuring all traces are suitably resolved before day end.
Support and encourages team members to take on new and challenging assignments to help developing their skills
Developing, implementing and reviewing core responsibilities and task.
Recording statistics, user rates and the performance levels of the department and preparing reports.
Updating of Standards Operating Procedures on regular basis with guidance of the Selling & Promotion Director, initiating changes whenever necessary.
Audit and validate the incentive claim for final review of Revenue Manager.
To ensure that the Reservations team is aware of all promotional rates and packages.
Ensures every caller directed to the Reservations department receives an optimum level of services and care at all times.
Conducting departmental operational meetings.
Attends to all enquiries, complaints, liaising with team leaders to gather information and resolve issues.
Carries out regular spot checks within the department to ensure that the standards outlined in the Standard Operating Procedure manual are being adhered.
Keep a record of guest feedback and JD Powers score. Develop and put new processes in place with the Director to increase quality of customer service and monitor guest satisfaction whether new initiatives have had a positive or negative impact on satisfaction.
Coaching, motivating and retaining staff. Co-ordinating any reward/awards and incentive schemes to the team.
Reviewing the staff performance, identifying staff training needs and planning training sessions.
Oversee the no-show and late cancellations with the colleagues on a daily basis, to ensure that incremental revenue is raised on a daily basis.
Creates and maintain effective relationship with all levels of Selling & Promotion team members as well other departments.
Monitor mystery shopper calls and conduct coaching to improve quality and track operative performance.
Conducts on the job training & annual appraisals sessions with the team.
Develops implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Attending to all guest complaints by reviewing and responding within 24 hours, in order to achieve a satisfactory result, both for the guest and the organization.
Ensure that the departmental Appraisals are completed and submitted on time.
Monitors and controls the entire Selling & Promotion day to day operation including administrative and scheduling functions, ensuring adequate staffing coverage at all times.
Identify opportunities that will move the business forward and improve operational effectiveness.
Deputizes Revenue Manager in his absence and when required according to the needs of business
Ensure departmental KPI’s defined to the team is aligned to the department’s strategy and with the overall strategy of the company.
Requirements
fidelio
opera
leadership
communication
5+ years
reservations
Minimum 5 years’ experience in acknowledged resorts and hotels
Strong leadership skills
Strong Communication Skills
Knows Fidelio / Opera
Understands the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
Minimum 2 years’ experience in acknowledged resorts and hotels as Reservations Manager
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
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Visa Sponsorship
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Security clearance
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Company
Overview
$500 million
Early Investment
Initial projects required significant financial investment to establish the brand's presence in the luxury market.
14 properties
Global Presence
The brand currently operates across nine countries, showcasing its international reach and appeal.
35 resorts
Expansion Cap
The company plans a curated growth strategy, limiting total resorts to maintain exclusivity and quality.
Founded in 2002 by Sol Kerzner as an ultra-luxury resort brand under Kerzner International.
Renowned for crafting one-off resorts and private homes in captivating global locations.
Operates across nine countries, with new destinations in Greece, Montana, and Antigua.
Focused on bespoke architectural design that reflects local culture and natural environments.
Typical offerings include high-end lodging, immersive cultural experiences, wellness, and adventure.
Standout for purpose-built destinations like One&Only Reethi Rah (Maldives) and private home experiences.
Culture + Values
We believe in creating exceptional experiences for our guests, where every detail is crafted with passion and precision.
We aim to deliver personalized service with grace and dedication.
Our team is committed to fostering an environment of excellence and empowerment.
We promote a culture of creativity, innovation, and craftsmanship, where each individual can contribute to the collective success.
Environment + Sustainability
2050 Target
Emissions Goal
The company aims to achieve net zero emissions by 2050 through comprehensive sustainability efforts.
Committed to environmental responsibility through sustainable practices across all operations.
Focus on reducing waste, energy consumption, and water usage.
Collaborates with local communities and supports sustainable tourism initiatives.
Inclusion & Diversity
Values diversity and inclusion within its workforce and guest experiences.
Promotes equal opportunity and ensures a diverse and inclusive working environment.