Cluster Reservations Manager

Job Description

Reporting to the Director of Revenue Management, responsibilities and essential job functions include but are not limited to the following: 

Main Duties:

• To manage the reservations operations, including the communication Center, ensuring the hotel standards and procedures are fully known and followed.
• To ensure a proper teamwork and supervise the reservation and telephone operator section at all times.
• To ensure all incoming and outgoing room reservation request are attended and handled as per the hotel standards and procedures.
• To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
• To recognize potential clients and to transmit information to the sales Department
• To recognize VIP guests and to apply the concerned policies.
• To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
• To promote the Accor loyalty programs and the hotel promotions.
• To ensure the privacy of the guests and the confidentiality of the information is respected.
• To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
• To be fully aware of and to report all guest comments or complaints.
• To ensure that telephone etiquette is properly used as per Accor standards.
• To ensure a perfect knowledge of room types and rates structure among the reservation team.
• To ensure the accuracy of all booking information entered in the PMS.
• To ensure the Guest History records are accurately maintained and all recurring guests are pre-registered.
• To ensure a perfect knowledge of the hotel configuration and products among the team members.
• To ensure the achievement of Quality tools and yield Management performance with the reservation team.
• To implement and control the Focus and other financial and audit procedures.
• To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
• To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
• To implement and follow up daily check lists.
• To assist in securing external guest accommodation should an overbooking occur
• To know the competitors and to gather information about their activities and Sales
• To provide updated reports and statistics to the management and other departments.
• Update availability and rates charts on TARS and other booking systems/channels.
• To prepare forecasts and statistics.
• To maintain database for ATACS follow up.
• To respect schedules, terms and deadlines as agreed with the management.
• To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
• To ensure that all team members are updated with latest administrative, organizational, operational or other changes and news.
• To be updated with the competitor's offerings and rates.
• To liaise closely with sales on rate management.
• To conduct a daily line up briefing with the reservation team to recapitulate task and activity.
• To attend any inter-departmental meeting using this opportunity to encourage the interactivity with reservation team and to review the operational standards and procedures.
• To share daily activity highlights with the Revenue Manager, including internal and external guest opportunities.
• To be an ambassador of the hotel, in and outside the workplace.
• To ensure uncompromising levels of cleanliness and maintenance through each employee’s responsibility.
• To interview potential candidates and assist in new employees' integration in liaison with People and Culture department.
• To create an atmosphere of high morale and happy working relationship among the staff.
• To conduct staff evaluations and surveys.
• To develop staff motivation and performance through action plans.
• To become involved in staff retention and satisfaction.
• To ensure training and regular “refresher” courses are conducted and attended as scheduled.

Qualifications

• Previous customer related experience required.
• Previous Property Manager System experience preferred.
• Previous Reservation Managerial experience for 2 years is required.
• Computer literate in Microsoft Window applications required.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Luxury hotel sales experience, having had varied market mix experience.