Job Description
Role Overview Purpose:
To maximize Hotel revenue by identifying and accurately recording guest needs and special requests, and conducting continues trainings for Reservations’ team.
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 assist in the recruitment of staff for the Reservations Department.
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 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 carry out regular appraisals for all Reservations employees by utilizing proper formats.
To arrange, co-ordinate and chair weekly departmental briefings and monthly meetings whenever possible.
Conduct & document daily training and coaching for Reservations Agents and Reservation Supervisor that meets the needs identified.
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 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.
Qualifications
Bachelors degree in Hotel Management or related field.
Minimum 3 years’ experience in a similar position.
Comprehension of technical and managerial applications of Reservation systems including Opera
TARS applications knowledge 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
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