Reservations Manager

Job description / Role

Employment: Full Time

Company description

Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.

• Oversee and manage the day-to-day operations of the hotel's reservations department, ensuring smooth and efficient processes.
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, minimizing loss of calls, and ensuring a high level of conversion into bookings.
• Supervise and train reservations staff, providing guidance, support, and ongoing performance feedback.
• Handle complex guest inquiries, resolve issues, and provide solutions to maximize guest satisfaction without loss in revenues.
• Ensure exceptional customer service by promptly responding to guest inquiries, requests, complaints and ensuring there is not loss of business.
• Collaborate with other hotel departments to ensure seamless guest experiences and effective communication.
• Maintain positive relationships with guests, travel agents, corporate clients, and other stakeholders.
• Anticipate guest needs and personalize service to enhance the guest experience.
• Handle reservation changes, cancellations, and special requests in a professional and efficient manner.
• Generate regular reports on reservation statistics, occupancy, and revenue performance.
• Foster a positive and collaborative work environment within the reservations department.
• Coordinate with other hotel departments, such as front office, sales, and marketing, to ensure seamless operations.
• Conduct regular meetings with the reservations team to communicate updates, goals, and performance expectations.
• Conduct annual reviews, recommend appropriate succession plan for employee(s) development to ensure the sustainability of the reservation department.
• Monitor reservations and revenue systems and ensure accurate and up-to-date availability, rates, and inventory across all channels.
• Develops action plans to reach daily / monthly / yearly KPIs.
• Completes all rooms forecasting to accurately project demand and pick up for groups and transient, both short and long term.
• Maintains records pertaining to market segments, transient pace numbers, forecasts, and other rooms' data.
• Coordinate updates, stay restrictions or rate changes to reflect the hotel selling strategy in response to the market demand.
• Records competitive set pricing and yield strategies and completes analysis on the market and its opportunities based upon the competition and previous history.
• Develop and implement strategies to optimize room revenue and occupancy levels.
• Analyse market trends, competitor pricing, and demand patterns to make informed decisions in collaboration with director of revenue management.
• Makes sure rate plans are correctly indexed / loaded and distributed to all channels.

• Experience in the relevant position.
• Knowledge of Microsoft Windows computer programs.
• Excellent communication skills, both written and verbal required.
• Strong interpersonal and problem solving abilities.
• Highly responsible and reliable.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Strong team player who can work independently in a fast-paced environment.
• Dynamic, willing to learn.
• Have good sales and presentation skills.
• Ability to manage multiple tasks at the same time.
• Management experience would be an advantage.
• Strong analytical, organizational and creative thinking skills.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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