Job Summary

To supervise the reservation functions for the hotel ensuring all reservations are processed in a pleasant, professional and efficient manner.

Manages and coordinates activities of reservation team members providing reservations and customer services skills.

Job Responsibilities 1

Act as the main resource for reservation agents needing assistance technically or with regard to achieving customer satisfaction.

Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc.

Respond to all guest reservation requests and executes prompt, courteous, and accurate guest service always.

Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions etc.

Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.

Assist and prepare in groups pre-arrival process and also preparing group rooming lists.

Maintain a clean and organized work area.

Attend all scheduled meetings as required with HOD's or the Sales team.

Create and manage rates and packages configured on the Hotel software.

Track all reservations picked up from all Online channels like hotel websites, OTA, GDS, other third parties etc.

If there are failed reservations update the Hotel software, then process those reservations manually.

Handle external systems like channel Managers, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.

Job Responsibilities 2

Verify if each reservation request are processed as per the hotel standards and without delay.

Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.

Process retentions, no-shows, and cancellations as per the hotel policy and procedures.

Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.

Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow-up done for deposits/guarantees.

Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.

Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-shows, etc.

Handles the reservation correspondence accurately and neatly and follows up on any missing correspondence before guest arrival.

All reservation modifications are updated on the property management system immediately and accurately in case of any changes.

Maintain department-approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.

Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas.

Skills

Job Knowledge & Skills

Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.

Passion for customer service.

Excellent communication skills

Good levels of written and spoken English

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 6 years experience (required)

3 Years of Supervisory Experience (Required)

Minimum 2 years in GCC (preferred)

Competencies

Accountability

Collaboration

Guest Relations L2

Hotel Management Standards and Procedures L2

Hotel Marketing L2

Issues Management L2

Leadership

Quality

Reservation Management L2

Resilience

Education

Bachelor's Degree in Hotel Management or Hospitality