Job Purpose
To plan and coordinate all Reservations activities to ensure a smooth and efficient running of the Department, whilst ensuring maximum revenue is achieved and high occupancy is maintained. Provides ongoing leadership, support and guidance to the entire Reservations team to ensure the overall success of the Department.
Primary Responsibilities
- Supervision, support and training of Reservations Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
- Provide direction & guidance to team members across departments
- Prepare and follow monthly objectives to increase occupancy and revenue
- Handles all incoming reservations enquiries in a timely manner, taking particular care to up-sell and maximise revenue opportunities
- Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity
- Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area
- Compile relevant Reservations reports as necessary
- Facilitate free sale reports to partners as directed by Director of Revenue
- Coordinate group bookings at the Hotel, attempting to fulfil client requests and special needs where possible
- Check manifests and email booking confirmations to ensure they correspond with bookings in the Property reservation system
- Attend regular Revenue meetings with the Director of Revenue, General Manager and Director of Sales and Marketing to review high and low occupancy periods, events and identify opportunities
- Attend regular Front Office meetings to ensure clear communication between the Front Office Team, Sales Team and Reservations Team
- Maintain records of special accounts including compiling company & travel agency statistics at the direction from the Director of Revenue
- Proactively advise Sales Team of any relevant sales leads