Reservation Manager

JOB SUMMARY

Reporting to the Cluster Director of Revenue Management, the Reservations Manager is responsible for overseeing the day-to-day operations of the Reservations office, contributing to a seamless and delightful experience for our guests. He/She is also responsible for handling all general enquiries of the Hotel.

What you will be DOING:

• Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services.
• Understand Revenue management strategies, up-sell and promote Hotel facilities & services at every available opportunity in order to maximize sales revenue.
• Determine guest needs and quote the appropriate room and rate as per requirements
• Manage the reservations process and operations to deliver excellent guest experience and meet the financial targets for the Hotel.
• Ensure the communication and dissemination of information to the various operations and support departments is timely, accurate and well-communicated.
• Build platforms of communication between Front Office and Reservations with the objective of better information sharing and improving the arrival experience.
• Enforce pre-check and check control procedures.
• Ensure that emails are actioned promptly and professionally, to be discreet in maintaining guests' confidentiality.
• Promote internal sales and upselling all facilities.
• Ensure all related systems are correctly configured, validated and working to full capacity.
• Be responsible for practices to reach optimal profitability and occupancy of rooms
• Drive and create excellent guest experience through their booking experience.
• Respond to enquiries about hotel products and services by telephone and/or email according to standard guidelines.
• Lead, manage, supervise and coach the reservations team.
• Conduct performance review for the reservations team.
• Conduct on-the-job training for the reservations team.
• Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.
• Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.
• Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

• Degree/Diploma in Hospitality/Tourism or equivalent
• Minimum 3 years of reservations experience in a managerial appointment
• Good business acumen, critical thinking and strategic decision-making skills
• Good analytical and numerical reasoning.
• Strong human relations and influencing skills
• Strong communications (verbal and written), planning and coordination skills
• Ability to work independently and take initiative
• Strong time management skills
• Strong knowledge of Opera Cloud