Reservations Manager

Job Description

Main Duties:
* To manage the reservations operations, ensuring the hotel standards and procedures are fully known and followed.
* To ensure a proper teamwork and supervise the reservation department at all times.
* To ensure a perfect communication between the reservation team and communication Center.
* To ensure that all incoming and out going room reservation request are attended and handled as per the hotel standards and procedures.
* To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel 's image and to increase revenue.
* To recognize potential clients and to transmit information to the sales Department
* To recognize VIP guests and to apply the concerned policies.
* To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
* To promote the Accor loyalty programs and the hotel promotions.
* To ensure the privacy of the guests and the confidentiality of the information is respected.
* To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
* To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
* To call DRM for advice in serious cases or if an approval is required.
* To be fully aware of and to report all guest comments or complaints.
* To ensure that telephone etiquette is properly used as per Sofitel standards.
* To ensure a perfect knowledge of room types and rates structure among the reservation team.
* To ensure the accuracy of all booking information entered in the PMS.
* To ensure the Guest History records are accurately maintained and all recurring guest are pre-registered.
* To ensure a perfect knowledge of the hotel configuration and products among the team members.
* To ensure the achievement of Quality tools and yield Management performance with the reservation team.
* To implement and control the Focus and other financial and audit procedures.
* To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
* To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
* To implement and follow up daily check lists.
* To assist in securing external guest accommodation should an overbooking occur
* To know the competitors and to gather information about their activities and Sales
* To provide updated reports and statistics to the management and other departments.
* To prepare forecasts and statistics.
* To maintain database for ATACS follow up.
* To respect schedules, terms and deadlines as agreed with the management.
* To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
* To ensure that all team members are updated with latest administrative, organizational, operational or other changes and news.
* To be updated with the competitors offerings and rates.
* To liaise closely with sales on rate management.
* To conduct a daily line up briefing with the reservation team to recapitulate task and activity.
* To attend any inter-departmental meeting using this opportunity to encourage the interactivity with reservation team and to review the operational standards and procedures.
* To ensure a high interactivity between reservation team with sales and rooms teams.
* To share daily activity highlights with DRM, including internal and external guest opportunities.
* To be an ambassador of the hotel, in and outside the work place.
* To ensure uncompromising levels of cleanliness and maintenance through each employee's responsibility.
* To interview potential candidates and assist in new employees integration in liaison with HR department.
* To create an atmosphere of high morale and happy working relationship among the staff.
* To conduct staff evaluations and surveys.
* To develop staff motivation and performance through action plans.
* To become involved in staff retention and satisfaction.
* To ensure training and regular "refresher" courses are conducted and attended as scheduled.