Job Summary
The Reservations Manager manages the team members in the Reservations department and ensures its efficient and effective operation.
Job Responsibilities
- Handle guest telephone and email inquiries and improve the guest experience score.
- Offer appropriate room types and price inclusions, and upsell effectively while handling objections.
- Ensure all reservations are thoroughly reviewed before guests arrival.
- Review daily reservations booked, reservations cancelled, and arrival reports.
- Manage group block activities, such as cut-off dates, rooming lists, pick-up, and wash.
- Track sales and promotions and provide feedback to Sales & Marketing departments.
- Manage the department's roster and guide team members in executing operational tasks.
- Communicate rates, monitor call quality, and manage forecast, pick-up and actual revenue data.
Revenue Management
- Manage and maintain Opera Cloud PMS and Synxis CRS for rate loading, close-out and open-up dates, rate restrictions, occupancy monitoring, overbooking management, and inventory control.
- Monitor the reservation process and ensure the accuracy of room type, market codes, source codes, and rate codes.
- Communicate all current rates, packages and promotions to the Front Office.
- Ensure block allotments are loaded and released promptly.
- Manage no show reservations and ensure accurate charging.
- Collaborate with the Director of Sales and Director of Marketing to maximise room rate, yield and conversions.
- Assist the sales team with rate creation on OPERA and rate loading to the GDS platform.
- Support the Director of Sales by proactively providing data for the analysis and evaluation of specific business segments, accounts, market segment mix, direct channels, room type demand, channel production, and geographical mix, recognising trends and patterns.
- Collaborate with sales and marketing to achieve optimal distribution channels, synergy, and cross-sell purposes.
- Participate in Weekly Yield Meetings with the Singapore team.
- Prepare all reports, including but not limited to the Daily Pick-Up Report, Weekly Reports, Monthly Reports & P&L Reports.
- Comply with hotel policies and procedures.
Finance Management
- Process deposits, post charges, and note billing instructions in the hotel system.
- Ensure that payments are routed accurately to the company's accounts.
- Ensure package elements are accurately allocated.
- Ensure that accurate information is communicated to guests, including payment, guarantee, cancellation, and no-show policies.
- Ensure all commissions payable are accurate and submitted to finance in a timely manner.
Guest Services
- Provide accurate information and assistance to all guests inquiries.
- Maintain a professional and friendly demeanour while interacting with guests in person and on the phone.
- Handle all guest complaints and solve problems with a win/win outcome.
- Advise all departments of group arrivals, departures and guests special requirements.
- Ensure excellent service delivery in all aspects of the reservation, sales, and booking cycle.
