Reservation Manager

Position level: Department Head
Report to: Revenue Manager

Our client is an ultra-luxury resort, recognised globally as a leader in the hospitality industry. As a Reservation Manager, you will be responsible for managing the reservations department. The Reservations Manager determines and sets the operational priorities with the sales and marketing department in keeping with the objectives of the Business. Working closely with the Revenue Manager and the Director of Sales & Marketing and all reservations teams in-house to effectively lead operations teams, bringing efficiency and effectiveness to the reservation centre through innovation and excelling in customer satisfaction.

Requirements

• A degree or certification in Hospitality, or Diploma in the relevant field from a recognized institute.
• 2+ years of demonstrated experience in a similar role.
• Strong leadership, communication, and organizational skills.
• Knowledge of hotel/resorts and SPLs policies regarding reservations, discounts and detailed procedures in handling local and overseas room bookings.
• Excellent all-around knowledge of Hotel operations.
• Very good command of written and spoken English.
• Additional language would be beneficial.
• Experience in resorts, hotels, or Destination Spas is highly desired.
• Work experience in a remote location is a plus.

Responsibilities

• Supervise and handle all local and overseas room bookings.
• Ensure that all reservation requests are replied to efficiently.
• Handle specific requests on room types and discounts.
• Supervise and train subordinates.
• Evaluate the subordinate's performance and report their progress to superior.
• Ensure all reservations are entered and updated on the computer.
• Keep control of travel agent allotment.
• Answer correspondences, e-mails and faxes for reservations within 24 hours.
• Prepare monthly operations report to Resident Manager by latest 1st of the next month.
• Direct all allocation of rooms.
• Ensure that the statistical information is all entered and updated in the computer, such as travel agent, commercial etc.
• Control room inventory in coordination with Sales and Marketing director.
• Respond promptly to the overbooking situation, close reservations for critical days and inform our associates of situations.
• Help in the review of work methods and procedures in reservations.
• Assist the Resident Manager/Sales and Marketing Director to achieve the maximum possible occupancy and average room rate to meet forecasted and budgeted figures.
• Solve complaints from clients regarding reservations and take immediate remedy action.
• Implement the Richey standard to achieve maximum guest satisfaction.
• Monitor and update the internet reservation system in coordination with respected colleagues.
• Make an annual training plan for the department with an action plan.
• Make a business plan for the department to achieve the targets.
• Conduct departmental training as per the resort's training plan.
• Make daily, weekly, and monthly reservation reports and statistics and ensure they are distributed to the respective departments.

Remarks

- This is not an exhaustive list of responsibilities. Job descriptions are dynamic and change depending on organizational requirements. Employee performance is measured directly against the job responsibilities.

- Domestic and regional travel as required.

- The standard workweek is Monday through Friday from 9:00 am to 6:00 pm. However, you are expected and required to work weekends and evenings as needed to successfully execute the role.