Summary
Duties and responsibilities related to the Reservations Manager role:
- Collaborate with sales team and front office team for all room bookings.
- Prepare and conduct Reservations team meetings.
- Prepare duty roster and ensure to complete the attendance for the closing of payroll system.
- Conducting staff evaluation and appraisal.
- Prepare a shift briefing to direct team members and inform special information.
- Ensure all reservations hosts are equally knowledgeable of the hotel.
- Ensure to update team members of the current offered hotel products, services and facilities.
- Assign and supervise Reservations team to complete tasks accurately.
- Handle VVIP guest special requests.
- Show complete product knowledge, understand rate structure and apply rate management.
- Provide a high level of customer service and ensure maximum guest satisfaction.
- Manage guest complaints/issues and ensure resolutions to all inquiries.
- Ensure all incoming calls are answered as per the hotel standards.
- Reviews reservation status, confirmed bookings, cancelled reservations and no-show bookings daily.
- Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Ensures that the Reservations employees work in a supportive and flexible manner with other departments.
Qualifications
- Ideally with a university degree or diploma in Hospitality or Tourism management.
- Minimum 2 years work experience as Reservation Manager, Front Office Manager or Assistant Front Office Manager in larger operation.
- Good problem solving, administrative and interpersonal skills are a must.
