Reservations Manager

Summary Of Responsibilities

• To supervise and ensure the smooth and efficient daily operation of the reservations operation, ensuring everyone contacting the Reservations Department receives an optimum level of services and care at all times.
• To ensure restaurant reservations operation is smooth
• To ensure that the rate information in the PMS is accurate and current at all times.
• To review and update the room availability calendar in the PMS and restaurant reservations system.
• To carry out regular spot checks within the department to ensure that the standards outlined in the SOP are being adhered to.
• To check if the SOPs are updated on a regular basis, make changes whenever necessary and keep updated hardcopies available for all team members.
• To control availability and maintaining of rates for GDS system.
• To prepare and maintain yield calendar and distribute to relevant departments within hotel.
• To monitor overflow telephone calls to Reservations Office, incoming telephone traffic and business trend, and prepare work schedule for Reservations staff to ensure optimum coverage of the Reservations at all times.
• To ensure that staff working hours are recorded accurately and in accordance with hotel policies and procedures.
• To ensure LQA and Forbes standards are met at all times.
• To carry out regular appraisals for all Reservations Staff by utilizing proper formats.
• To arrange, co-ordinate and chair weekly departmental briefings and monthly meetings whenever possible.
• To carry out, supervise and record cross training within the department as required, and within the guideline requirements of the group.
• To carry out, supervise and record cross training of staff members from other hotel departments.
• Conduct & document daily training and coaching for Reservations Agents and Reservation Supervisor that meets the needs identified through Telephone Test Call results and customer feedback as directed by the Revenue Manager.
• To assist in the recruitment of staff for the Reservations Department.
• To ensure that the 7, 3 and 1- day arrivals report checks are carried out on daily basis and make sure that all guest information are duly entered.
• To ensure that reservations made a day before is checked on daily basis.
• To update and check account profiles on a regular basis in order to maintain a healthy database
• To ensure that all reservation requests received by internet, fax or letter are replied to within 12 hrs of receipt.
• To analyze the results of Telephone Test Calls as well as Customer Satisfaction Index, take appropriate actions, follow up and record all necessary documents.
• To review all incoming correspondence and distribute to the reservation staff for action.
• To assist the Team Leader/Sales Agents in their duties as required.
• To ensure that the Reservations team is aware of all promotional rates and packages.
• To prepare and distribute reservations and statistical reports.
• To prepare a fortnightly competitor occupancy forecast report.
• To supervise the issue of visas for the hotel’s guests by the hotel’s visa officer.
• To advise the Front Office Manager/ Rooms Division Director Of reservation requests received from VIP guests, embassy, consular or diplomatic missions, or any reservations received with extra ordinary requests.
  

Qualifications

Qualifications:

• 5 Years experience in Reservations
• Comprehension of technical and managerial applications of Reservation systems including Opera and Delphi
• TARS applications knowledge is a plus
• Experience in F&B outlet reservations is a plus
• Comprehension of the reservation sales process.
• Understanding of group sales process and group sales demands
• Understanding of sales process and transient demand
• Strategic approach towards maximizing room revenue
• Able to develop and implement effective plans to maximize market rooms revenue
• Able to develop and deliver training to reservation agents
• Able to develop and deliver effective presentations
• Ensure that all hotels strategies conform to Brand Philosophies and company future goals
• Fluent in English, Arabic language is a plus
• Excellent interpersonal skill
• Previous experience in Middle East is a plus
• Previous experience in luxury hotel/resort.
• Strong leadership, ability to train and motivate team.
• Highly interactive and people-friendly attitude.
• Should be proficient in MS-Office, Opera-PMS
• Fluency and business level communication skills in English.
• Experience in handling OTA, Ecommerce platform.
• Excellent telephone presentation, sales skills and ability to upsell is a plus.
• Passion for customer service.