This role reports to the Reservations/Core Manager and will be responsible for
overseeing the daily operation of the Reservations and Core department;
understanding and applying the principles of occupancy and rate to achieve
maximum yield. Responsibilities will include focusing on quality assurance,
call and email conversion, maintaining global standards and working closely
with the Worldwide Reservations Office, actively driving sales for the hotel
by maintaining business relationships, controlling room and rate availability,
working with Sales in handling group bookings, and preparing and distributing
occupancy and revenue forecasts.
Job Description
1. Assume responsibility for the execution of the Reservation Department
standard and procedures.
2. Conduct standards testing including call observation.
3. Ensure calls and e-mails are answered in a timely manner, and in a
professional and accurate way.
4. Schedule staff according to budget guidelines, while ensuring maximum
service to guests.
5. Review/analyze call volume (ACD) reports including abandonment rate, and
take action as appropriate.
6. Manage the reservations staff incentive program and compile/publish
monthly results by agent.
7. Enforce the established room and rate availability guidelines in order to
maximize occupancy and revenue.
8. Work with the Sales Department in handling group bookings, maintaining
files, tracing cut off dates, following up on special instructions, etc.
9. Control all suite reservations in conjunction with the Reservations/Core
Manager and ensure special handling of top corporate clients, VIPs, and return
guests.
10. Monitor no show collection with Front Office and Accounting departments.
11. Monitor commission payment with the Accounting department.
12. Handle and maintain accurate records on pick-up, cancellations, no-shows,
and sources of reservations.
13. Create and maintain individual rate codes for each negotiated account as
established by the Sales Department.
14. Ensure all reservations staff are familiar with all guest rooms, selling
techniques, hotel facilities, services, hours of operation, key personnel,
special activities, functions in the hotel and to ensure proper follow-up on
all special guest requests.
15. Conduct follow-up training sessions and provide timely feedback to
reservations staff.
16. Handle guest complaints keeping senior management well informed of any
problems and action taken.
17. Maintain favorable working relationships among employees to promote
maximum morale, productivity and efficiency.
About Four Seasons Hotel Abu Dhabi at Al Maryah Island In a vibrant urban community right on the water, Four Seasons Hotel Abu Dhabi at Al Maryah Island welcomes guests with bright, open spaces, embracing expansive views of the city skyline and the sparkling waves of the Arabian Gulf. On dynamic, u…
About Four Seasons Hotel Abu Dhabi at Al Maryah Island In a vibrant urban community right on the water, Four Seasons Hotel Abu Dhabi at Al Maryah Island welcomes guests with bright, open spaces, embracing expansive views of the city skyline and the sparkling waves of the Arabian Gulf. On dynamic, u…
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