Description
Job Purpose

• The Reservations Manager has responsibility and accountability for the management of the reservations team and hotel accommodation reservations process for both Groups and Individuals, in line with Company procedures and professional service standards, with the aim of maximising room revenue.

Key Performance Areas

Hotel Accommodation Reservations Management

• Ensure all reservations are handled accurately, professionally and in alignment with IHG brand standard
• Monitor and manage inventory across all distribution channels (e.g. Direct, OTA, GDS etc.)
• Coordinate with Revenue Management to implement pricing strategies
• Ensure data accuracy across PMS (Opera or similar), CRS (IHG Concerto) and third party systems
• Review reservations booked daily for quality assurance and data hygiene e.g. market segments, country of origin, agent profiles, rate codes, customer profile
• Review arrival report daily
• Maintain the in-house reservations system
• Monitor system and keep guest profile duplications to a minimum.
• Prepare occupancy forecast of current and future business
• Monitor and co-ordinate group reservations activity with events team
• Review payment received against bookings prior to arrival
• Follow-up on tentative bookings and update reservation status in the system
• Review no-shows, cancelled reservations and process charges according to hotel policy
• Work with team to convert calls and queries into bookings / reservations
• Upsell bookings to achieve best available rates on all booking requests
• Oversee the communication and confirmation of letters to clients, as per their booking requirements
• Maintain relationships with all departments within the hotel, and attend relevant meetings to ensure important reservations information is shared with the team

Rooms Merchandising

• Complete rooms merchandising reports and statistics with regards short-term forecasting and yield management initiatives to achieve rooms merchandising targets.
• Monitor and make recommendations to adjust plans in line with results and current /forecasted bookings including overbooking statistics, to optimize rooms merchandising
• Monitor and review reservations bookings, analysing the data in terms of market segments and channels for rooms merchandising by hotel
• Track and analyse merchandised activity
• Facilitate the revenue planning process around merchandising dates, segments, etc. in collaboration with hotel managers

Customer Experience Management

• Monitor team’s interaction with guests, ensuring they are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience during the reservations process that will support brand loyalty and ensure SI as the brand of choice
• Keep up to date on Group and unit promotions  and conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Shift handover ensures that staff have sufficient insights and information with regards customers visiting the property
• Interact with various departments across the hotel to ensure all traces, special requests and comments are communicated to relevant departments
• Analyse and understand customer preferences, and ensure their booking profile is updated accordingly
• Continuously engage with customer to receive their feedback and enhance the customer experience within the area of responsibility
• Monitor and manage the hotel’s online reputation with the executive office
• Develop and maintain strong relationships with guests to maximise sales opportunities and generate new business

People Management

• Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Manage productivities, time & attendance, and payroll costs for the department
• Identification of employee training needs
• Perform on the job training on SOPs and coaching to close developmental gaps and build succession for a talent pipeline within the function
• Manage employee relations within the department
• Staff communication and motivation
• Conduct performance contracting, reviews and development
• Provides resources and removes obstacles  to performance
• Recruit and resource for talent for positions within the department
• Onboarding of new staff members

Requirements
Education

• 3-Year Hotel School Diploma

Experience

• 5 years front office, reservations or rooms and inventory management experience
• Experience at a supervisory level will be an advantage
• Working conditions and special requirements
• Ability to work shifts that meet operational requirements

Skills and Knowledge

• Accommodation pricing structures
• Inventory Management (Rooms, conferencing & events)
• Rooms Product knowledge
• Reservations
• Business Acumen
• Proficient MS Office skills
• Working knowledge of Opera suite; Concerto (advantage); Qlikview or similar BI tool
• Coaching
• Selling skills
• Industry knowledge
• Decision-making
• Reviewing / evaluating (feasibility / compliance / alternatives/ etc.)
• Attention to detail
• Developing relationships
• Innovation & continuous Improvement
• Customer Service orientation
• Analytical skills
• Influencing skills
• Controlling & directing resources