Revenue - Reservations Manager

We are currently seeking for passionate and dynamic guest focused Revenue/Reservation professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Reservation Manager you are responsible for the efficient management of the Reservation Department’s operations. Making sure all approved standards and policies are implemented and adhered to. 

• Ensure all reservation enquires are professionally, and promptly handled and that there is no loss of business
• Conduct training to existing and new agents in the team to maintain and improve reservation selling skills
• Handle and resolve Guest issues in a positive manner so as to protect company revenue and result in Guest satisfaction
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, minimising loss of calls, and ensuring a high level of conversion into bookings
• Have full knowledge of Hotel facilities, and promotions; take initiative to always keep up to date with any changes within in the Hotel that might affect reservation bookings; keep up to date with new promotions   
• Set and amend selling strategies across all channels, and segments as directed by the direct report as applicable per property level
• Run reports as required by Hotel and company standards; assist the Director of Revenue Management or other direct report, to maintain, make change in the Reservation/Property Management/Revenue Management system (if applicable) at property level as required
• Maintain administration procedures, as per company and Hotel standards; this includes all reservations and requests are confirmed with in 24 hours, no show charges are validated and sent to Finance for posting, filing system is maintained, and new ones set up; fax machine is checked and correspondence is placed in the applicable place(s)
• Conduct annual reviews, recommend appropriate succession plan for Employee(s) development  in order to ensure the sustainability of the reservation department; provide suggestion for improvement, and identify  barriers to its success, and ways to overcome these
• Monitor and report results of any incentive programs in place;  responsible to make sure integrity of the program is maintained, and that all requirements are followed

Education, Qualifications & Experiences

You should have a degree within the hospitality field and previous experience in hotel reservations. You are computer literate with excellent communication skills, written and oral proficiency in English, while additional language skills are an asset.

Knowledge & Competencies

The ideal candidate will be customer driven and with an extremely proactive and focused personality and an outgoing, charismatic and approachable character. You will display a high level of professionalism with a high degree of impact and influence within all levels of operations and be self motivated with a pro-active approach. You portray a structured and goal oriented work philosophy and possessing following additional competencies:

Understanding Hotel Operations

Teamwork

Planning for Business

Supervising People

Understanding Differences

Supervising Operations

Effective Communication

Drive for Results

Customer Focus

Adaptability