Reservations Manager

10 أغسطس، 2023

0 0 2 دقائق

Primary Job Responsibilities

Supervise the Reservations team, ensuring the implementation and adherence to sales strategies.
Ensure a consistent application of Forbes 5-Star service standards for reservations across phone, online, and written communications.
Establish incentive programs for reservation agents in collaboration with the DORM and DOSM.
Properly allocate revenues for all rates and packages within the property management system.
Accurately enter and track source, origin, and package codes for statistical reporting.
Timely update rates across all channels.
Maintain technical expertise in Reservation systems and their components.
Review and manage waitlist reservations, providing necessary follow-up.
Assist sales managers with rate quotes and availability for both group and leisure bookings.
Communicate marketing programs and promotions to Reservations staff.
Monitor and analyze changes in available inventory on a daily basis.
Oversee the group housing and reservation process.
Manage oversells and high demand periods with the Front Office Staff.
Collaborate with Front Office leadership on same-day selling scenarios.
Foster professional relationships with peers in competing properties to stay informed about business trends.
Prepare 14-day forecasts weekly to ensure appropriate staffing levels, sharing them with operational Departments and corporate management.
Alert the Revenue Manager about potential revenue shortfalls, gains, or pattern changes.
Participate in the weekly Revenue Strategy Meeting, providing insights, feedback on promotions, and recommendations.
Assist Revenue Management in preparing NAVIS production and month-end production reports, identifying service and revenue improvement opportunities.
Coordinate with Preferred Hotels' designated Revenue Director to maximize program benefits that align with the property's branding and financial goals.
Maintain relationships with key 3rd party entities such as online platforms (Expedia, Booking.com), traditional wholesalers, and agencies.
Collaborate with Marketing, GMs, and Sales to develop special rates and promotions.
Work with Revenue Management, Marketing, and Sales on hotel action plans.
Hold regular meetings or teleconferences with the Director of Revenue Management.
Attend necessary hotel staff and variance meetings.
Continuously explore and implement improvements in reservations management through the adoption of new tools, methods, and procedures.
Keep up-to-date with competitive sets and external factors that could impact the property.
Coordinate competitive "shopping" activities to understand market rates and incentives.
Manage the group housing process by collaborating with sales, service departments, and clients.
Participate in the annual budget and marketing process as required by Hotel leadership.
Note that this job description is not exhaustive; additional duties may be assigned.

Education/Experience

2-3 years of leadership experience in Reservations, preferably within luxury or upper upscale segments.
A four-year degree is preferred.
Strong phone skills, organizational abilities, multitasking capability, and a dedication to service and hospitality.

Requirements

Proficiency in Microsoft Office, CRS, PMS, S&C, and distribution systems. Familiarity with OPERA and Delphi/IvVy is advantageous.
Competence in using Aurora Anguilla Resort and Golf Club software.
Effective training, coaching, and team leadership skills, demonstrated by a history of leading successful reservations sales teams.
Excellent interpersonal, verbal, and written communication skills; proficiency in a second language is beneficial.
Ability to collaborate with Front Desk and operational departments within a Reservations office environment.
Attention to detail, multitasking skills, experience in resolving customer service issues, and a team-oriented mindset.
Flexible scheduling availability, including AM/PM shifts, weekends, and holidays.
Application of common sense in business and social situations and the ability to follow written, oral, and diagram instructions.
Utilization of mathematical skills for interpreting financial information, preparing reports, and creating budgets.
Interpretation of business records and statistical reports to inform decision-making.
Sound decision-making based on reports, facts, experience, and personal insight.