Reservations Manager

Job description

Key tasks

1. Sells hotel rooms and make reservations according to room availability, accords the appropriate Corporate Rates that are applicable to Companies or Travel Agents.
2. Training & supervising, guiding for reservationist in reservation team to ensure working efficiency & quality
3. To take down reservations by phone, fax or any other form of communications and make the reservations or amendments according to the Reservations Procedure.
4. To follow-up on Billing Letters and send out Confirmation Slip when required during 24 hours.
5. To ensure that all Correspondence and Billing Letter is filled under date / month / year sequence or in alphabetical order.
6. To inform immediately related department of any last minute VIP’s, Suite Bookings, same day transportation or any unusual information concerning the expected arrivals for further action.
7. To ensure that all Travel Agent and Corporate Companies Rate are strictly confidential.
8. To be responsible for any miscellaneous duties assigned by the Front Office Manager or Revenue Manager/DOS.
9. To control room availability / room types and to keep relevant departments informed of close-out dates.
10. Chasing concerning department/booker until job done.
11. To handle all the complaint with effective way.
12. To ensure all room reservations are guaranteed during peak periods and festive seasons.
13. To make sure every single booking must be checked in details information and well managed reservation team
14. Follow Revision processing as Accor standard.
15. Follow up group booking by: Cut off date, deposit, room list, payment on time.
16. To check booking file in two days and final file booking in details with full information.
17. To maximize revenue and occupancy by up selling and suggestive selling.
18. To ensure all reservations queries are replies within 24hours.
19. To implement an effective filling system for different types of correspondences daily.
20. To inform the Revenue Manager/Front Office Manager of any cancellation of room bookings as a result of guest dissatisfaction with services and facilities.
21. To exercise flexibility in offering room rates during low period.
22. To ensure prepayment is received for travel agents / groups prior to its arrival.
23. Answer all phone calls.
24. Report regularly to superior concerning the daily operation.
25. Develop knowledge about other departments, their staffing, services and hours of operation in the hotel.
26. Report any unusual occurrences and requests to his superior.
27. Follow all safety and emergency procedures and how to act upon them (Risk Management).
28. Attend all assigned training programs.
29. Follow established standard operating procedures
30. Help to minimize wastage, neglect, breakage and mishandling of equipment and supplies.
31. Take full responsibility of tasks that has been assigned to her/him.
32. Control the hygiene and cleanliness of work area, equipment and material. Ensure that policies, procedures and rules are clearly understood and followed through.
33. Ensure that the established quality standard and a high level of work performance are maintained.
34. Must be conversant with the Front Office computer system OPERA.
35. Must have knowledge of all room categories, amenities and room rates.
36. Must be aware of the facilities, activities and promotions in the Hotel.
37. Must be familiar with the local areas, places of interest, tours available, etc.
38. Must be familiar with market segment and market source.
39. Assist to maximize overall revenue of the hotel.