POSITION OVERVIEW
- Responsible for all reservations over the phone and by email
- Increases and optimises room sales in line with the brand and hotels sales policy
- Ensures all group reservations are dealt with in an efficient and pleasant manner
- Multi tasks while under pressure and have a proactive approach
- Responsible for managing and training the Reservations team
- Opera Cloud & Delphi trained
MAIN RESPONSIBILITIES
Duties
- Be in charge of groups and related contracts. Follow up and finalise rooming lists cover sheets the breakfast tracker and block washing
- Balancing hotel inventory between both properties. Driving commercial initiatives to fill both properties through direct and indirect channels
- Overbooking properties where required to help fill as a combo element of Mercure & Ibis
- Assisting in driving additional higherrated leisure groups and upselling F&B offerings
- Clear understanding of room categories and complexity of properties for crossselling and revenue generation
- Ensure that Corrections and Allowances are accurate and signed off
- Support Team Members in following their checklist
- Make sure Fastcom commissions are checked and submitted
- Assure FIT and TBR have been properly integrated on the system
- Liaise with conferences and events to accept/decline group room requests
- Enter and track group and conference blocks
- Endure rooming lists and confirmations are received on time
- Manage cancellations pickup and release dates
- Ensure the charges for the released rooms are communicated to the client and processed
- Prepare Group and Conference folders and brief departments as required for large events
- Adhere to all Reservations standards as outlined in respective manuals
- Assist Rooms Division Manager in achieving benchmark Data Quality scores and maintaining a culture of collecting accurate data
- Take personal responsibility to ensure that all inquiries are addressed
- Monitor forward reservations on a daily basis
- Ensure stop sells on room types market segments and/or rate levels are enforced when appropriate
- Maintain an open line of communication with the Rooms Division Manager and Revenue Manager
- Actively promote upselling within the reservations team
- Maintain a positive selling approach to maximize yield in both occupancy and rates
- Ensure the Hotel Guarantee Policy is promoted and adhered to
- Consistently deliver a product and service to meet the quality standards and expectations of customers
- Management of VIP bookings
- Active management of group blocks and wash. Ensuring this is managed effectively and communicated to other departments
- Management and endofmonth balancing of complimentary rooms
Customer Relations
- Provide efficient friendly and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction
- Take initiative to ensure that interactions with our customers (internal or external) are positive and productive
- Work together with trust so that colleagues and management meet the goals of the department/Hotel
- Treat customers and colleagues from all cultural groups with respect sensitivity and transparency.
NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.
Remote Work :
No
Employment Type :
Fulltime