Roles and responsibilities
1. Supervision and Training
- Supervise the reservations team, providing guidance and support in daily operations.
- Train new staff members on reservation systems, procedures, and customer service standards.
- Conduct regular performance evaluations and provide constructive feedback to team members.
2. Reservations Management
- Oversee the reservations process, ensuring accurate and timely entry of reservations into the system.
- Manage availability, capacity, and pricing strategies to optimize occupancy or seating.
- Handle complex reservations, including group bookings, special requests, and VIP clients.
3. Customer Service
- Ensure high levels of customer service by addressing guest inquiries and concerns promptly and effectively.
- Assist customers with reservations via phone, email, and in-person, providing detailed information about services and availability.
- Follow up with guests post-reservation to confirm details and enhance customer satisfaction.
4. System Management
- Maintain and update the reservations system to ensure data accuracy and integrity.
- Monitor reservation patterns and trends, providing insights for strategic decision-making.
- Collaborate with the IT department to troubleshoot and resolve system issues.
5. Collaboration
- Work closely with front office, sales, and marketing teams to ensure seamless communication regarding reservations and special events.
- Coordinate with other departments (e.g., housekeeping, food and beverage) to manage reservations effectively and meet guest expectations.
6. Reporting and Analysis
- Prepare regular reports on reservation statistics, occupancy rates, and revenue performance for management review.
- Analyze data to identify trends and recommend adjustments to pricing and promotions.
7. Policy and Procedure Compliance
- Ensure adherence to company policies and procedures regarding reservations, cancellations, and no-show policies.
- Implement and enforce standard operating procedures (SOPs) to maintain consistency and efficiency in reservations handling.
8. Conflict Resolution
- Address and resolve any conflicts or issues related to reservations, including overbookings or guest complaints.
- Provide solutions and alternatives to guests in case of unforeseen circumstances.
9. Sales Support
- Support the sales team by providing reservation-related information for marketing initiatives and promotions.
- Assist in developing and implementing strategies to boost reservations during low occupancy periods.
10. Continuous Improvement
- Stay updated on industry trends and best practices in reservations management.
- Identify opportunities for process improvements and implement enhancements to increase efficiency and guest satisfaction.
Desired candidate profile
1. Educational Background
- Bachelor’s degree in hospitality management, business administration, or a related field.
- Additional certifications in hospitality or customer service can be beneficial.
2. Experience
- 2-4 years of experience in reservations or front office operations within the hospitality industry.
- Prior supervisory or leadership experience is highly desirable.
3. Technical Skills
- Proficiency in reservation systems and property management software (e.g., Opera, Sihot, or similar).
- Strong computer skills, including proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
4. Customer Service Orientation
- Exceptional customer service skills with a strong focus on guest satisfaction.
- Ability to handle inquiries, complaints, and special requests in a professional and courteous manner.
5. Communication Skills
- Excellent verbal and written communication skills, with the ability to communicate clearly and effectively.
- Strong interpersonal skills to interact positively with guests, team members, and other departments.
6. Organizational Skills
- Strong organizational and multitasking skills to manage reservations efficiently and effectively.
- Attention to detail to ensure accuracy in reservations and guest information.
7. Problem-Solving Skills
- Ability to think critically and provide solutions to reservation-related issues, such as overbookings or cancellations.
- Strong decision-making skills in a fast-paced environment.
8. Leadership Qualities
- Experience in leading, training, and motivating a team to achieve high performance.
- Ability to foster a collaborative team environment and promote a positive workplace culture.
9. Analytical Skills
- Proficiency in analyzing reservation data to identify trends, opportunities, and areas for improvement.
- Ability to prepare reports and present findings to management.