The incumbent of this position is responsible for the efficient functioning of the Reservations department.
Key Responsibilities:
Optimize opportunities and Reduce Risk
Ensure On the day inventory is perfectly correct (block not picked-up, out of Order rooms, Early departures, stay extension) and review overbooking levels of the day with Revenue Management
Ensure all day arrivals are fully confirmed and guaranteed as well as perfectly accurate (Price, Rate code, Segment, Source, Profiles, Billing instructions, Guests request and comments…)
Check the reservations made the previous day.
Check of arrival tomorrow and recheck of VIP Arrivals Today
Check Deposit not received for arrival next week
Control no show and late cancellation charges.
Maintain all reservation standards.
Keep department informed of all changes in systems or procedures.
Ensure that the team is aware of the internal credit policy.
Monitor reservation pick-up for the coming months – review data on an ongoing basis.
Increase Sales
Ensure Reservations Team is fully aware of all prices, promotions and packages available for each period within the available booking window.
Ensure the system is setup in a way that displays the Rates to be proposed first, as well as all the relevant information on screen for reservation agents to be more efficient.
Ensure Reservations Team has a perfect knowledge of the Rooms and Hotel Product as well as of the area and what is happening in town.
Be aware of what is happening at competitor’s hotel and keep a good work relationship with them.
Ensure Reservations Team is fully trained on Sales and Upselling techniques
Maintain an internal upsell / cross sell programme for the Reservations department (benefits / team competition).
Ensure offers are proactively followed up
Ensure emails are being answered in a timely manner, as per Company Standard and on the approved templates.
Ensure the necessary templates are available and reviewed on a regular basis.
System Setup and Management
Manage room inventory by room category to achieve optimum results in occupancy, average rate and revenue.
Assist Revenue Management in setting system closures, restrictions and rate availability according to strategy in place
Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
Ensure all internal package breakdowns are loaded and in line with financial department.
Ensure all cancellation and deposit policies are loaded in all systems according to strategy.
Ensure PMS and all distribution Channel reflect correct availability and prices.
Ensure Commission codes are correctly setup and commissions sent and followed up on a weekly basis as a minimum
Communication, Culture and development:
Attend the Revenue Meeting, Sales Meeting, Front Office Meeting and Department Heads Meeting
Follow up on lost business, cancellations, regrets & Denials and bring information about price resistance and other relevant information to the knowledge of the Revenue Management Team.
Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
Organise regular training on Systems, data entry standard, sales technics etc. for Reservations, Front desk and Sales agent.
Ensure good contact and cordial working relationships with Competitor hotels, keep a close eye on market developments (renovation, special campaigns, theme events etc.) Share this information with colleagues.
Stay up to date with system development, updates and enhancement as well as industry practices.
Attend all webinar sessions organized by Regional Offices and Corporate Offices.
Share Best practices and relevant Market Insights with Management and colleagues.
Leadership & Team Management
Ensure there is a fully trained backup person for each of the tasks described in the checklist for Business continuity plan.
Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients’ satisfaction and adherence to Kempinski service standards.
Set goals, mentor and motivate the team. Conduct regular performance evaluation.
Assist in developing a career path for direct reports.
Schedule employee planning in line with expected business volume to maximize productivity while remaining fair for each employee.
Other
Perform any other duties as assigned by management.
Desired Skills and Qualifications:
University/College/Tertiary level education in a hospitality field.
Previous experience in a similar position working with luxury hotels is required.
3 years experience in event & group sales, reservations or sales preferred.
Opera central systems knowledge.
Knowledge of either Fidelio V6 or Opera PMS is imperative.
A proven track record of increasing revenue streams or strengthening the performance of a property.
Experience with reporting and market performance reports.
Ability to work and communicate in a multinational environment.
Detail orientated and hands on.
Effective ability to supervise, motivate, train and develop team members.
Demonstrate self-confidence, energy and enthusiasm.
Ability to investigate systems malfunctions or user-input errors.
Ability to analyse data, make meaningful conclusions and base sound decisions and strategies on these.
Knowledge of industry-specific terminology such as ADR, RevPAR, on-the-books, etc.
Ability to adapt to a frequently changing market environment. Be proactive and able to “think outside of the box”.
Able to work in a fast paced environment and can multitask.
Ability to remain calm and composed under pressure.
Apply Before 02/15/2023
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