Reservation Manager
Posted on :
10-12-2024
Employer Active
1 Vacancy
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Job Description
Main Duties:
- To manage the reservations operations including the communication Center ensuring the hotel standards and procedures are fully known and followed.
- To ensure proper teamwork and supervise the reservation and telephone operator section at all times.
- To ensure that all incoming and outgoing room reservation requests are attended to and handled as per the hotel standards and procedures.
- To attract guest and to enhance their loyalty providing a distinctive service through communication and sales skills in order to improve the hotels image and increase revenue.
- To recognize potential clients and to transmit information to the Sales Department
- To recognize VIP guests and to apply the concerned policies.
- To maintain a good commercial relationship with all the bookers: Guests/companies/Agencies.
- To promote the Accor loyalty programs and the hotel promotions.
- To ensure the privacy of the guests and the confidentiality of the information is respected.
- To act as a representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
- To manage any guest complaint in a professional manner by owning it resolving it to the guests satisfaction and recording it.
- To call Dir. Of Rooms or the RM for advice in serious cases or if approval is required.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that telephone etiquette is properly used as per Sofitel standards.
- To ensure a perfect knowledge of room types and rate structure among the reservation team.
- To ensure the accuracy of all booking information entered in the PMS.
- To ensure the Guest History records are accurately maintained and all recurring guests are preregistered.
- To ensure a perfect knowledge of the hotel configuration and products among the team members.
- To ensure the achievement of Quality tools and yield Management performance with the reservation team.
- To implement and control the Focus and other financial and audit procedures.
- To offer assistance at any time in the operation and monitor highlight and suggest improvements on any dysfunction.
- To ensure and perform a proper use of all the equipment and property management system to have a perfect knowledge of the setups.
- To implement and follow up daily checklists.
- To assist in securing external guest accommodation should an overbooking occur
- To know the competitors and to gather information about their activities and Sales
Qualifications :
- College degree in hotel management.
- 3 years experience in hotel reservations and rooms divisions.
- Familiar with the hotel operations available technology (Opera) and all distribution channels.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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