Reservations Manager

Job Purpose

This position is responsible for overseeing the daytoday operations of the Reservations office contributing to exceptional results in Guest Colleague and Owner/Investor goals and outcomes.

Primary Responsibilities

Reservations Responsibilities

• Supervise Reservations Agent(s). Ensure department standards and policies are adhered to making recommendations where necessary to reach overall performance goals
• Ensure information in any channel provided to guests is accurate and individualized
• Coach agents in areas of upselling crossselling and ongoing skill set knowledge
• Monitor daytoday operations to ensure call volumes are managed in the most efficient manner possible administrative duties are completed and productivity is maximized
• Assist in preparing daily weekly and monthly reports
• Assist in the coordination of new rate offers including rate building determining operational flows communicating offers to the hotel community and deficiency testing
• Ensure smooth shift changes with proper passon to the next shift
• Report any equipment failures/problems & repair requests to Maintenance Department
• Respond to inquiries about hotel products and services by telephone fax and email according to standard guidelines
• Maintain complete knowledge of all food & beverage services contents & preparation methods outlets and hotel services/features to promote its products and services
• Coordinate and communicate with all other departments to ensure a smooth operation

Team Management

• Interview select and recruit direct reports when necessary
• Identify and develop team members with potential
• Conduct performance review with the team
• Constantly monitor team members appearance attitude and degree of professionalism
• Prepare detailed induction programs for new employees
• Prepare weekly staff schedules keeping in mind anticipated business operating budgets and standards of service
• Develop conduct maintain all staff training programs for team members focusing on their development needs providing them with new skills to meet the changing needs of the business

Other Responsibilities

• Be aware of the hotel fire & life safety/emergency procedures
• Attend all briefings meetings and training as assigned by management
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the assigned by the Management

Qualifications :

Knowledge and Experience

• Diploma education
• Minimum 3 year of experience in a similar capacity or minimum 3 years of experience in the area of guest services/telemarketing
• Excellent reading writing and verbal communication in English language and Bahasa Indonesia
• Proficient in Microsoft Office application especially MS Outlook Excel Word & PowerPoint
• Master in operating PMS especially Opera

Competencies

• Strong leadership interpersonal and training skills
• Good communication and customer contact skills
• Service oriented with an eye for details
• Ability to work well in stressful & highpressure situations
• A team player & builder
• A motivator & selfstarter
• Wellpresented and professionally groomed at all times

Remote Work :

No

Employment Type :

Fulltime