Manager, Reservations

Description

• 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

• 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

Training + Development

Interview process

Visa Sponsorship

Security clearance