Oversee the daily operations of the reservations department, ensuring exceptional, friendly, and engaging service at every guest touchpoint.
Lead, coach, and motivate the reservations team to achieve departmental objectives, service standards, and performance targets.
Maximize room revenue through effective upselling, cross-selling, yield management, and implementation of revenue optimization strategies in coordination with the Revenue Management team.
Monitor room availability, occupancy, booking patterns, reservation pace, and cancellation trends to support business performance and revenue growth.
Ensure all reservation requests, group bookings, rooming lists, amendments, and cancellations are handled accurately and efficiently in accordance with established procedures.
Review reservations, guest profiles, special requests, and booking information to ensure accuracy and enhance the overall guest experience.
Collaborate closely with Front Office, Sales, Revenue Management, and other departments to ensure seamless communication and smooth operational coordination.
Handle guest inquiries, special requests, and reservation-related concerns professionally, ensuring timely resolution and high levels of guest satisfaction.
Monitor reservations performance, prepare operational reports, and identify opportunities to improve productivity, service quality, and revenue generation.
Ensure compliance with brand standards, hotel policies, standard operating procedures, and data confidentiality requirements.
Support the implementation of reservations strategies, systems, and processes to enhance operational efficiency and achieve departmental goals.
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