Reservations & Instant Services Manager

voco® Orchard Singapore provides guests with the world-renowned voco™ experience from the moment they walk through its doors. Famed to be hotels to count on, yet different enough to be fun, voco hotels are unstuffy hotels where people feel comfortable to relax, and just get on with life. Hotels that stand out from the crowd, voco combines familiar comforts with the indulgences of a hotel, to create somewhere that’s dependable, but not vanilla. Somewhere premium, but with a laidback spirit. Somewhere reliable, but different.

Your day to day

voco Orchard Singapore is seeking a passionate and technology savvy Reservations & Instant Services Manager to join its team. As Reservations & Instant Services Manager, you are required to manage the guest reservations function including but not limited to advanced room reservations and group coordination service to ensure prompt service, productivity, and maximize hotel profitability. Overall responsibility for the day to day aspects for instant service, handing internal and external guests calls, while maintaining the service standards.

PEOPLE

• Manage the daily activities of the reservations staff. Schedule and assign work.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Define reservation SOP’s
• Interact with outside contacts:
• Guests, visitors – to ensure their total satisfaction
• Other contacts as needed (other hotels, travel and tour representatives, professional organizations, community groups)
• Promote teamwork and quality service through daily communication and coordination with other departments. Monitor group reservation activity daily and communicate status with sales department.
• Follow up on tentative sales bookings with respective sales staff to update status. Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained.

FINANCIAL

• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
• Assist in the monitoring of competitors, dynamics of local market, demand generators, and contribute to the hotel pricing and market mix strategy.
• Proper tracking of reservation and reporting, insuring accuracy, and as per IHG guidelines
• Engage with OTA’s and other external partners if and when required

GUEST EXPERIENCE

• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.
• Manage all internal and external communications for the hotel while maintaining the brand standard for the hotel.

RESPONSIBLE BUSINESS

• Complete records and reports in regard to room availability and guest room commitments; forecast weekly occupancy and rate.
• Maintain historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates.
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting Reservation Agents in their job functions during peak periods.

What We Need From You

• Bachelor’s degree in Hotel Management, Business Administration, or related field preferred.
• At least 2 years experience in a similar capacity in a hotel.
• Working experience in an international chain hotel will be an advantage
• IT Savvy and comfortable with working with multiple systems
• Must speak fluent English.

What we offer

We’ll reward all your hard work with a great salary and benefits – great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.