Room Reservations

RESPONSIBILITIES:
• Assists the Director of Revenue in all duties about the department as needed.
• Responsible for the delivery of all Service, Quality & Revenue KPIs in the operation.
• Responsible for ensuring all daily, weekly, and monthly tasks are completed and documented related to Reservations, Audit, Revenue, compliance, finance, Visa, and Groups (Reservations Task List).
• Optimize resource collaboration to ensure e-mail response times and calls and answered within service level targets.
• Undertake spot checks to measure the application of required standard operating procedures.
• Monitor and follow up on guest complaints (take ownership) and ensure the relevant solution is provided by coordinating with other departments.
• Lead by example in all areas of work both performance and behavioral.
• Training of new colleagues in the department and ensuring all business training requirements are completed.
• Fix business and personal development targets for each member of the team.
• Monitor, assess, and act as a coach to help deliver outstanding results.
• Monitor and evaluate min 4 calls and e-mails per colleague per month, by the target date for inclusion in the monthly bonus scheme.
• Ensure efficient communication across teams/departments and harness feedback for effective decision-making.
• Monitor quality of calls and customer data entered by the team in the system.
• Conduct Annual Performance Reviews.
• Conduct daily briefings with Reservation Team.
• Conduct one 1-1 session with each of their Team, monthly.