Assistant Reservation Manager

Job Description

SUMMARY:

The Assistant Reservation Manager supports the Reservation Manager in overseeing all reservation activities within the resort. This role involves managing the reservations team, ensuring efficient booking processes, and maintaining high levels of customer satisfaction. The Assistant Reservation Manager plays a vital role in optimizing occupancy rates and enhancing the guest experience.

RESERVATION RESPONSIBILITIES:

Key Responsibilities:

1. Reservation Management
   - Assist the Reservation Manager in managing daily reservation operations.
   - Ensure accuracy and efficiency in the booking process, from inquiries to confirmations.
   - Handle complex reservation requests and resolve issues promptly.
2. Customer Service
   - Provide exceptional customer service to guests, addressing inquiries and concerns professionally.
   - Coordinate with other departments to accommodate special requests and ensure seamless guest experiences.
   - Monitor guest feedback and implement improvements to enhance customer satisfaction.
3. Staff Supervision
   - Supervise and train the reservations team, ensuring they are well-equipped to handle their duties.
   - Allocate daily tasks to reservation agents and ensure they are completed efficiently.
   - Conduct performance evaluations and provide feedback to improve staff performance.
4. Revenue Management
   - Assist in managing room rates, availability, and inventory to maximize revenue.
   - Monitor occupancy levels and adjust booking strategies accordingly.
   - Collaborate with the sales and marketing team to implement promotional activities and packages.
5. Reporting and Analysis
   - Analyze reservation trends and prepare reports for management.
   - Maintain accurate records of bookings, cancellations, and guest preferences.
   - Provide recommendations for optimizing reservation processes and improving efficiency.
6. Compliance and Standards
   - Ensure compliance with local regulations, industry standards, and company policies.
   - Implement and enforce reservation policies and procedures.
   - Conduct regular audits of reservation processes and records to maintain accuracy.
7. Technology and Systems
   - Maintain up-to-date knowledge of reservation software and systems.
   - Train staff on the use of reservation technology and ensure efficient utilization.
   - Troubleshoot any technical issues related to the reservation system.

Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Proven experience in a reservations role within the hospitality industry.
- Strong customer service and communication skills.
- Proficiency in reservation software and systems.
- Excellent organizational and time management skills.
- Ability to work under pressure and handle multiple tasks efficiently.
- Strong problem-solving skills.

Key Competencies:
- Leadership and team management.
- Customer service excellence.
- Analytical and strategic thinking.
- Adaptability to a dynamic and fast-paced work environment.