Reservations Manager

Financial Accountability: Responsible for maximizing revenue in all business environments.

Conditions of Work: Normal administrative office and hotel working conditions.

Role Overview Purpose: To maximize Hotel revenue by identifying and accurately recording guest needs and special requests, and conducting continues trainings for Reservations’ team. Aiming to ensure guest satisfaction achieves the minimum required standard of 90% satisfaction.

Summary Of Responsibilities

• To supervise and ensure the smooth and efficient daily operation of the reservations operation, ensuring everyone contacting the Reservations Department receives an optimum level of services and care at all times.
• To ensure restaurant reservations operation is smooth
• To ensure that the rate information in the PMS is accurate and current at all times.
• To review and update the room availability calendar in the PMS and restaurant reservations system.
• To carry out regular spot checks within the department to ensure that the standards outlined in the SOP are being adhered to.
• To check if the SOPs are updated on a regular basis, make changes whenever necessary and keep updated hardcopies available for all team members.
• To control availability and maintaining of rates for GDS system.
• To prepare and maintain yield calendar and distribute to relevant departments within hotel.
• To monitor overflow telephone calls to Reservations Office, incoming telephone traffic and business trend, and prepare work schedule for Reservations staff to ensure optimum coverage of the Reservations at all times.
• To ensure that staff working hours are recorded accurately and in accordance with hotel policies and procedures.
• To ensure LQA and Forbes standards are met at all times.
• To carry out regular appraisals for all Reservations Staff by utilizing proper formats.
• To arrange, co-ordinate and chair weekly departmental briefings and monthly meetings whenever possible.