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Job DescriptionRole Overview Purpose: To maximize Hotel revenue by identifying and accurately recording guest needs and special requests, and conducting continuous training for the Reservations team. Aiming to ensure guest satisfaction achieves the minimum required standard of 90% satisfaction.
QualificationsSummary of Responsibilities: To supervise and ensure the smooth and efficient daily operation of the reservations operation, ensuring everyone contacting the Reservations Department receives an optimum level of services and care at all times.To ensure restaurant reservations operation is smooth.To ensure that the rate information in the PMS is accurate and current at all times.To assist the Reservation Manager with reviewing and updating the room availability calendar in the PMS.To check if the SOPs are updated on a regular basis, make changes whenever necessary, and keep updated hardcopies available for all team members.To assist in the absence of the reservation manager with controlling availability and maintaining rates for the GDS system.To monitor overflow telephone calls to the Reservations Office, incoming telephone traffic and business trends, and prepare work schedules for Reservations staff to ensure optimum coverage of the Reservations at all times.To ensure payroll is completed on a monthly basis.To handle the rostering of the team on a weekly basis and manage annual leave with the Reservation manager.To ensure LQA and Forbes standards are met at all times.To arrange, co-ordinate and chair weekly departmental briefings on a daily basis.Assist Reservation Supervisor with the training of all new joiners and existing agents.To assist the Reservation Manager in the recruitment of staff for the Reservations Department.To ensure arrival checks are complete on a daily basis for the same day and the next.To ensure that reservations made a day before are checked on a daily basis.To assist supervisor with month-end commission, check for OTAs and Fastcom.To load commission and monitor commission in Fastcom.To update and check account profiles on a regular basis in order to maintain a healthy database.To ensure that all reservation requests received by internet, fax or letter are replied to within 12 hours of receipt.To review all incoming correspondence and distribute to the reservation staff for action.To assist the Team Leader/Sales Agents in their duties as required.To ensure that the Reservations team is aware of all promotional rates and packages.To prepare and distribute reservations and statistical reports.To supervise the issue of visas for the hotel's guests by the hotel's Immigration Officer.To advise the Front Office Manager/Rooms Division Director of reservation requests received from VIP guests, embassy, consular or diplomatic missions, or any reservations received with extraordinary requests.Handling of all guest complaints in a professional manner.Regular block checks for accurate rates and market segments.Creation of rates codes in PMS correctly.Logging of tickets for any IT-related issues for the team.Additional InformationQualifications: 5 years' experience in Reservations.Comprehension of technical and managerial applications of Reservation systems including Opera and Delphi.TARS applications knowledge is a plus.Experience in F&B outlet reservations is a plus.Comprehension of the reservation sales process.Understanding of group sales process and group sales demands.Understanding of sales process and transient demand.Strategic approach towards maximizing room revenue.Able to develop and implement effective plans to maximize market room revenue.Able to develop and deliver training to reservation agents.Able to develop and deliver effective presentations.Ensure that all hotels strategies conform to Brand Philosophies and company future goals.Fluent in English; Arabic language is a plus.Excellent interpersonal skills.Previous experience in the Middle East is a plus.Previous experience in luxury hotel/resort.Strong leadership, ability to train and motivate team.Highly interactive and people-friendly attitude.Should be proficient in MS-Office, Opera-PMS.Fluency and business-level communication skills in English.Experience in handling OTA, Ecommerce platform.Excellent telephone presentation, sales skills and ability to upsell is a plus.Passion for customer service.
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