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.
• Understands the cancellation and no show policy action and follows the guarantee procedure.
• Has a thorough knowledge of current rates and promotions. Promotes up-sells and cross sells at all times. Identifies and communicates sales leads to the Sales team
• Understands the Hotel’s Credit Policy and is applied.
• Ensure proper shift hand over and daily reports are completed accurately
• Ensure that CRS booking delivery is checked from time to time and properly entered into PMS
• Ensure that all special rates, complimentary booking, and upgrades approved by the authorized persons.
• Apply room inventory restrictions on local and international system as directed by Reservations Manager
• Have complete knowledge of the FIT rate structure
• Assist in training the Reservations team in up selling, reservation skills and systems
• Effectively manage the sickness and absence of the Reservations team.
• To have a complete understanding of and to adhere to Accor policy relating to Fire, Hygiene, Health and Safety.
• Resolve / report guest complaints or requests and liaise with the party concerned to ensure immediate follow up has been made.

Administration:

• Assists the Reservations Manager in preparing different reports.
• Prepare the inventory requisition of the department.
• Ensure daily pricing is in line with the annual Business Strategy
• Weekly forecasting and strategy by segment by day.
• Maintain the annual Demand Calendar
• Ensure that all rates are loaded in CRS and PMS for 1 year in advance
• Manage third party website (after training has been conducted)
• Prepare needed monthly run down reports, to follow up the definite & tentative future business with Travel Agents & companies
• Ensure that all payments for no-shows are chased in timely manner and charged correctly
• Ensure all Company sales, marketing and rate information and plans are kept strictly confidential, and that no third parties are given information either voluntary or involuntary by the Reservations Team
• Maintains filing on a daily basis and sets up new files when necessary.
• Enter and maintain all Tour Operators allotments into PMS.
• Create and maintain PMS companies and guest profiles according to the standards.
• To communicate all management decisions to the reservations team and make sure of application according to Policy and standards