Reservation Manager

The Reservations Manager is responsible for handling reservations, inquiries and cancellations in an efficient manner and quoting available rates to maximize room revenue according to hotel standards.

• Lead and inspire the reservation team to deliver on revenue and cover targets. 
• Takes charge of optimising profit and guest satisfaction, practice walk-ins.
• Ensuring the accuracy of information in hotel databases related to client data, reservations, payments, and other records.
• Assisting clients with special requests or problems with reservations or accommodations
• Ensure optimum set up and maintenance of the booking platforms (availability and booking parameters) 
• Ensure that reservations are fulfilled in a timely manner while meeting all deadlines
• Analyse weekly reports, booking trend, adjust bookings where appropriate. 
• Working with Sales & Marketing department to develop new products or services to meet customer needs.
• Providing a high level of customer service to keep guests happy whether its queue management or problem solving. 
• Work alongside the wider sales team to seize opportunities for improvement in processes and procedures.
• Correspondence with guests via phone and email for incoming queries.  
• To be fully conversant and confident with the product and services, promotions, guests’ profiles etc. 
• Cultivate and maintain excellent relationship with industry partners and competitors.
• Process customer invoices in a timely and accurate manner.
• Provide training, and ensure good development of Reservations Team; ensuring they are always motivated in their roles and the deliver excellent customer service, in line with ethos and guiding principles. 
• Analysing booking patterns and market trends.
• Initiating promotions to generate business at key times.
• Liaising with the sales teams, reception and higher management.