Reservations Manager
The incumbent of this
position is responsible for the efficient functioning of the Reservations
department.
Key Responsibilities:
Optimize
opportunities and Reduce Risk
- Ensure
On the day inventory is perfectly correct (block not picked-up, out of
Order rooms, Early departures, stay extension) and review overbooking
levels of the day with Revenue Management
- Ensure
all day arrivals are fully confirmed and guaranteed as well as perfectly
accurate (Price, Rate code, Segment, Source, Profiles, Billing instructions,
Guests request and comments…)
- Check
the reservations made the previous day.
- Check
of arrival tomorrow and recheck of VIP Arrivals Today
- Check
Deposit not received for arrival next week
- Control
no show and late cancellation charges.
- Maintain
all reservation standards.
- Keep
department informed of all changes in systems or procedures.
- Ensure
that the team is aware of the internal credit policy.
- Monitor
reservation pick-up for the coming months – review data on an ongoing
basis.
Increase
Sales
- Ensure
Reservations Team is fully aware of all prices, promotions and packages
available for each period within the available booking window.
- Ensure
the system is setup in a way that displays the Rates to be proposed first,
as well as all the relevant information on screen for reservation agents
to be more efficient.
- Ensure
Reservations Team has a perfect knowledge of the Rooms and Hotel Product
as well as of the area and what is happening in town.
- Be
aware of what is happening at competitor’s hotel and keep a good work
relationship with them.
- Ensure
Reservations Team is fully trained on Sales and Upselling techniques
- Maintain
an internal upsell / cross sell programme for the Reservations department (benefits
/ team competition).
- Ensure
offers are proactively followed up
- Ensure
emails are being answered in a timely manner, as per Company Standard and
on the approved templates.
- Ensure
the necessary templates are available and reviewed on a regular basis.
System
Setup and Management
- Manage
room inventory by room category to achieve optimum results in occupancy,
average rate and revenue.
- Assist
Revenue Management in setting system closures, restrictions and rate
availability according to strategy in place
- Ensure
all sellable contracted rates are loaded in all systems for ease of use by
Reservations.
- Ensure
all internal package breakdowns are loaded and in line with financial
department.
- Ensure
all cancellation and deposit policies are loaded in all systems according
to strategy.
- Ensure
PMS and all distribution Channel reflect correct availability and prices.
- Ensure
Commission codes are correctly setup and commissions sent and followed up
on a weekly basis as a minimum
Communication,
Culture and development:
- Attend
the Revenue Meeting, Sales Meeting, Front Office Meeting and Department
Heads Meeting
- Follow
up on lost business, cancellations, regrets & Denials and bring
information about price resistance and other relevant information to the
knowledge of the Revenue Management Team.
- Maintain
good working relations with other departments and keep close contact with
regular guests, ensuring their needs are identified, and relayed to
concerned departments for service delivery.
- Organise
regular training on Systems, data entry standard, sales technics etc. for
Reservations, Front desk and Sales agent.
- Ensure
good contact and cordial working relationships with Competitor hotels,
keep a close eye on market developments (renovation, special campaigns,
theme events etc.) Share this information with colleagues.
- Stay
up to date with system development, updates and enhancement as well as
industry practices.
- Attend
all webinar sessions organized by Regional Offices and Corporate Offices.
- Share
Best practices and relevant Market Insights with Management and colleagues.
Leadership
& Team Management
- Ensure
there is a fully trained backup person for each of the tasks described in
the checklist for Business continuity plan.
- Participate
in staff recruitment, organise on-the-job and monthly training for all
staff, supervise and manage performance in order to ensure clients’
satisfaction and adherence to Kempinski service standards.
- Set
goals, mentor and motivate the team. Conduct regular performance
evaluation.
- Assist
in developing a career path for direct reports.
- Schedule
employee planning in line with expected business volume to maximize
productivity while remaining fair for each employee.
Other
- Perform
any other duties as assigned by management.
Desired Skills and
Qualifications:
- University/College/Tertiary
level education in a hospitality field.
- Previous
experience in a similar position working with luxury hotels is
required.
- 3
years experience in event & group sales, reservations or sales
preferred.
- Opera
central systems knowledge.
- Knowledge
of either Fidelio V6 or Opera PMS is imperative.
- A
proven track record of increasing revenue streams or strengthening the
performance of a property.
- Experience
with reporting and market performance reports.
- Ability
to work and communicate in a multinational environment.
- Detail
orientated and hands on.
- Effective
ability to supervise, motivate, train and develop team members.
- Demonstrate
self-confidence, energy and enthusiasm.
- Ability
to investigate systems malfunctions or user-input errors.
- Ability
to analyse data, make meaningful conclusions and base sound decisions and
strategies on these.
- Knowledge
of industry-specific terminology such as ADR, RevPAR, on-the-books, etc.
- Ability
to adapt to a frequently changing market environment. Be proactive and
able to “think outside of the box”.
- Able
to work in a fast paced environment and can multitask.
- Ability
to remain calm and composed under pressure.
How to Apply
CLICK HERE TO APPLY
