Manager, Reservation

Job Purpose:

The Manager, Assistant Reservation responsible for overseeing and supervising, mentoring, and leading the reservations team of the property. He/She trains the new team members as well as creates a culture of generating new knowledge opportunities and good service attitude. This role assists with providing information and reservations to guests, including upselling special packages, room upgrades and cross-selling various services across the property. He/She needs to produce daily and weekly room occupancy reports for management, and ensures all third party reservations are accurately captured in the system. The Assistant Reservations Manager monitors the Agents' calls to ensure correct sales tactics are used and quality service is provided. He/She has to ensure all sales and reservations are performed with adherence to the policies and procedures of the property.

Basic Function:

- Manage and coordinate all group and individual reservations

- Maintain close liaison with the Sales, Conference, and Accounting teams

- Produce daily, weekly, monthly and quarterly reports as required

- Attend pre-convention meetings and revenue management meetings as required

- Maximize revenues by ensuring all Reservation Agents are knowledgeable in room product and hotel services

- Conduct regularly scheduled departmental meeting

- Ensure effective productivity of all Colleagues through staff scheduling and adhering to budget guidelines

- Balance operational, administrative and team needs

- Provide guest assistance on hotel facilities in a helpful and informative manner

- Follow department policies, procedures and service standards

Duties and Responsibilities:

Understanding Markets & Maximizing Revenue
- Identifies new reservations sales business to achieve personal and property revenue goals.
- Understands the overall market, including competitors' strengths and weaknesses, economic   trends, supply and demand etc. and knows how to sell against them;  

- Closes the best opportunities for the property based on market conditions and property needs.
- Monitors same day selling procedures to maximize room revenue and control property occupancy.-  Gains understanding of the property's primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.

Conducting Daily Reservations Sales Activities
- Handles incoming reservation sales beyond the Event Booking Center’s scope.
- Uses negotiation and creative selling skills to close deals and finalize contracts.
- Collaborate with Sales and Event team on group rooming lists and reservations. 

- Oversees the execution of business bookings, including proposals, contacts, and guest correspondence.

- Track and process no-shows and cancellation report on daily basis.

- Ensure accurate billing instructions and reservations data are applied daily.                                                                                  

          

Providing Exceptional Customer Service

- Provides excellent customer service consistent with the daily service basics of the brand.

- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

- Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.

- Handles guest complaints and disputes following the instant pacification procedures.

   

Managing and Conducting Human Resource Activities

- Monitors reservations agents to ensure the use of correct sales tactics though calls and emails

- Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

- Utilizes all available on the job training tools for employees.

- Creates monthly Roster for team.

        

Operational Responsibilities:

- Supervise, train, and mentor reservation colleagues, ensuring department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.

- Identify sales leads and respond to opportunities to maximize revenue.

- Ensure accurate and up-to-date booking, rates, and account information in the PMS system.

- Double-check daily reports for arrivals, cancellations, no-shows, and VIP reservations.

- Handle requests promptly and ensure all customer information is personalized and accurate.

- Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.

- Handles guest complaints and disputes.

- Maintain the System, ensure all the bookings, rates and market codes are up to date.

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