Reservations Manager

Job Description

• Supervision, support and training of Reservations Team to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
• Prepare yearly forecasts of occupancy and revenue in conjunction with Management
• Prepare and follow monthly objectives to increase occupancy and revenue
• Handles all incoming reservations enquiries in a timely manner, taking particular care to up-sell and maximise revenue opportunities
• Answer all telephone calls within three rings in a professional manner according to brand standard
• Explain variances between forecast and actual occupancies and advise Management accordingly
• Ensure revenue is maximised through revision of occupancies, especially during peak seasons
• Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity
• Ensure open communication is provided to Reservations Team of any days where bookings may be a concern
• Open and close room types, rates and allotments in order to maximise revenue and occupancy
• Manipulate PMS/GDS systems and any other online RES systems
• Regularly review and manipulates rates and availability on distressed inventory websites
• Places bookings in rooms to maximise back-to-back bookings.  This also includes constant monitoring of room allotments and availability in the short and long term   
• Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area
• Compile relevant Reservations reports as necessary
• Coordinate group bookings at the Hotel, attempting to fulfil client requests and special needs where possible 
• Identifies the early stages in over-booking situations and attempts to find solutions or alternatives to mitigate this
• Check manifests and email booking confirmations to ensure they correspond with bookings in the Property reservation system 
• Hold regular yield meetings with the General Manager and Operations Manager to review high and low occupancy periods, events and review opportunities
• Attend regular Front Office meetings to ensure clear communication between the Front Office Team, Sales Team and Reservations Team
• Maintains records of special accounts and travel agency statistics, to provide Sales with accurate account statistics
• Advise Sales Team of any relevant sales leads

Qualifications

• Minimum 1 year experience in a reservations /sales leadership role
• Qualifications in Hospitality/ Tourism Management or Sales/Commercial
• Hotel industry experience is preferred but not essential
• Demonstrated leadership experience, in a sales environment preferred.
• Strong computer and systems skills preferably in Opera Cloud.

Additional Information

• Strong analytical skills.
• Positive energy, eye for attention to detail and strong drive for results
• Ability to work with multiple stakeholders and fast paced environment
• Appropriate working rights to work within Australia
• An ability to understand and navigate complex stakeholder environments
• Strong focus and passion for hotel operations
• Sound understanding of emerging trends in the industry
• Demonstrated ability to coach, mentor, develop and inspire teams
• Confident and articulate communication, negotiation, relationship and networking skills
• Time management skills with the ability to multitask
• Strong personal integrity
• Good interpersonal skills with ability to communicate with all levels of team members
• Flexible and able to embrace and respond effectively to change
• Role model in Accor values and Heartist culture