Assistant Reservation Manager

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QUALIFICATIONS AND JOB DESCRIPTION

Responsibilities

• Provide day to day supervision, training, direction and leadership to Reservation colleagues, including scheduling, performance management and short to medium term planning.
• Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
• Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximize revenue.
• Understands seasonal and historical trends and work within them to ensure maximum occupancy and average room rates.
• Assist in the recruiting, managing, training and developing of the Reservation team.
• To constantly monitor the market and the competition and report on threats and opportunities.
• Attends major events in hotel & city as requested by Department Head.
• Ensure that audited results met the standards required
• Ensures all requests are handled in the time frame set by the company.
• Double-check the daily arrival, cancellation, no-show, and VIP reports for accuracy.
• Checks new accounts and new rates and checks accuracy of all contracted rates inputted in PMS.
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Ensure information provided to Guests is accurate and individualized.
• Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
• Services our customers in order to grow share of the account.
• Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively.
• Handles guest complaints and disputes.
• Ensures an excellent working relationship with all colleagues within the hotel.
• Leads by example in fostering positive colleague relations and demonstrating values.
• Trains the agents in areas of up selling, cross-selling and ongoing skill set knowledge.
• Effectively communicates with other departments, especially Sales, Front Office and Banqueting.
• Utilizes all available on the job training tools for colleagues.
• Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate.
• Ensure all Policies and Procedures are understood and adhered to by all agents.
• Assist in preparing daily no-show and late cancellation, weekly and monthly reports.
• Coordinate office activities to ensure work updates are consistently maintained and all correspondence promptly handled on the same day received.
• Attends weekly and monthly department meetings and prepares accordingly.
• Conducts sites visits as required by hotel operation.
• Participates in Client Entertainment with Sales Department as required.
• Joint Sales calls with team as required.

Skills & Qualifications

• Senior School qualification or equivalent.
• Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management.
• Previous experience working in a 5-star hotel environment.
• Good knowledge on computer systems i.e MS Office applications.
• Prior experience with PMS system.
• Mature and outgoing personality with excellent interpersonal skills.
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
• Performs job with attention to details and ability to organize and handle multiple tasks effectively.
• Clear communication; effective verbal and written communication skills in English
• Proven ability to successfully motivate and lead a team.
• Ability to plan and organize.
• Trainer skills and ability to mentor and develop team members.