Reservations Management
- Oversee the day-to-day operations of the reservations department.
- Ensure all reservation requests (individual, group, corporate, and travel agents) are managed promptly, accurately, and professionally.
- Monitor reservation systems to ensure correct room inventory and rate availability.
- Manage booking confirmations, amendments, cancellations, and special requests.
- Review month-end reports to ensure the data is accurate.
- Review commission reports to ensure accuracy and report to the Finance department for payment.
Revenue & Yield Management
- Collaborate with the Revenue Manager to maximise occupancy, room rates, and revenue.
- Monitor booking patterns, market trends, and competitor rates.
- Assist in implementing effective upselling and cross-selling techniques.
Guest Experience
- Ensure personalised service for VIP guests and repeat clientele.
- Maintain strong relationships with travel agencies, corporate accounts, and online distribution partners.
Team Leadership & Training
- Lead, coach and motivate the reservations team to deliver exceptional service.
- Conduct training on hotel standards, sales techniques, and reservation systems.
- Schedule and monitor staffing levels to meet operational needs.
Systems & Reporting
- Manage and optimise the use of the property management system OTA portals and central reservation systems.
- Ensure data accuracy for forecasting and reporting. Prepare monthly and weekly reports on booking performance and market trends.
Requirements:
- Diploma/Degree in Hospitality Management or equivalent.
- At least three years of experience in a reservations management role in the hotel industry.
- Strong knowledge of hotel reservation systems.
- Understanding of revenue management principles and inventory distribution.
- Proficiency in Microsoft Office and reporting tools.
- Familiarity with GDS (Global Distribution Systems) and OTA (Online Travel Agencies) channels.
- Ability to lead, train, and motivate a team.
- Strong organisational and multitasking skills.
- Excellent verbal and written communication skills.
- High level of professionalism, discretion and emotional intelligence.
- Strong critical thinking skills and conflict resolution abilities.
