Reservations Manager

Job overview
To supervise the operations of the Reservations Department during shift by assisting to co-ordinate.
At Voco we look for people who are dynamic, confident and ambitious; people who excel in their role and help our guests succeed too.

Duties and responsibilities

Financial returns:


* Sell the hotel products and services using up-selling and suggestive selling techniques


* Prepare and execute action plans which increase reservation sales and associated business


* Record special billing arrangements for groups and conventions


* Liaise with Guest Service Leader or Finance Manager for all reservations requiring credit approval


* Maintain knowledge of special rates/ offers/ promotions


* Monitor reservation levels and inform Managers of current and future occupancy rates


* Prepare reports as requested (eg to travel agents, business houses etc)


* Prepare reservation sales reports

People:


* Promote  the  ‘one  team  approach’   and  reliable  service  through daily communication  and coordination with all team members.


* Works with superior on manpower planning and management needs.


* Works with superior in the preparation and management of the Department’s budget

Guest experience:


* Answer any guests enquires practically and simply in adherence to brand standards.


* Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s.


* Reliably handle all special needs and requests of guests and repeat visitors.


* Process amendments to reservations such as extensions, early departures,


* Manage “no show” reservations by investigation and recording of same


* Record and process reservations made by phone/fax/email


* Accept wait list reservations


* Demonstrate Brand Hearted behaviours by maintaining compliance with all brand standards, behaviours, hallmarks and license agreement mandates.


* Handle Telephone Enquires efficiently and effectively


* Work closely across all hotel departments, seeking proactive opportunities to address specific business challenges, as required


* Manage and promote the hotel on IHG brand website.


* Produce monthly reports as required

Responsible business:


* Demonstrate awareness of Occupational Health and Safety Responsibilities (OH&S) policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines


* Be  familiar  with  property  safety,  first  aid  and  fire  and  emergency  procedures  and  operate equipment safely and sensibly


* Support  the  hotel’s  corporate  responsibility  initiatives  in  the  areas  of  community  involvement, environment  management,  workplace  health  &  safety  and  food  safety,  drive  action  plans  as required to achieve hotel corporate responsibility objectives.


* Engage in the hotel CSR activities on timely manner.

Accountab...