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.
Duties and responsibilities:
- 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.
Key competences (Knowledge, Skills, Attitudes, Behaviours):
- Outstanding interpersonal communication and customer service skills
- Demonstrable aptitude in decision-making and problem-solving
- Reliable with an ability to multi-task and work well under pressure
- Possess supervisory skills.
- Attention to detail
- Ability to motivate staff
- Possess excellent customer service skills.
- Possess good organizational and analytical skills.
- Proven ability to cope with conflict, stress and crisis situations
Qualifications required:
- Degree holder in Hotel Management, Hotel/Hospitality Management, Economic Studies or relevant field
- A minimum of 3 years’ proven experience in a similar role