Reservations Manager (Pre-Opening) at Accor

Job Description

Role Overview Purpose:

• To maximize Hotel revenue by identifying and accurately recording guest needs and special requests, and conducting continues trainings for Reservations’ team.

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 assist in the recruitment of staff for the Reservations Department.
• 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 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 carry out regular appraisals for all Reservations employees by utilizing proper formats.
• To arrange, co-ordinate and chair weekly departmental briefings and monthly meetings whenever possible.
• Conduct & document daily training and coaching for Reservations Agents and Reservation Supervisor that meets the needs identified.
• To ensure that reservations made a day before is checked on daily basis.
• To update and check account profiles on a regular basis in order to maintain a healthy database
• To review all incoming correspondence and distribute to the reservation staff for action.
• To assist the Team Leader/Sales Agents in their duties as required.
• To ensure that the Reservations team is aware of all promotional rates and packages.
• To prepare and distribute reservations and statistical reports.
• To prepare a fortnightly competitor occupancy forecast report.

Qualifications

• Bachelors degree in Hotel Management or related field.
• Minimum 3 years’ experience in a similar position.
• Comprehension of technical and managerial applications of Reservation systems including Opera
• TARS applications knowledge is a plus
• Comprehension of the reservation sales process.
• Understanding of group sales process and group sales demands
• Understanding of sales process and transient demand
• Strategic approach towards maximizing room revenue
• Able to develop and implement effective plans to maximize market rooms revenue
• Able to develop and deliver training to reservation agents
• Able to develop and deliver effective presentations
• Ensure that all hotels strategies conform to Brand Philosophies and company future goals