Reporting directly to the Director of Sales, you will be required to ensure an efficient and smooth operation of the Reservations Department; as well to maximize the resort's revenue.
Main responsibilities: - Understanding Markets & Maximizing Revenue Identifies new reservations sales business to achieve the resort's revenue goals.
Understands the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand etc.
and knows how to sell against them.
Closes the best opportunities for the property based on market conditions and property needs.
Monitors same-day selling procedures to maximize room revenue and control property occupancy.
Gains understanding of the property's primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solutions.
- Conducting Daily Reservations Sales Activities Manage reservation sales to ensure business practices are consistent with the resort revenue management goals.
Establish and maintain a network of clients to enhance the occupancy levels and room yield.
Set monthly upsell targets for the reservations team and provide coaching on how to achieve the goal.
Manage all commissions.
Anticipate guest accommodation requirements and offer prompt efficient service either personally or through efficient management of reservations staff.
Manage Room Type availability and inventory on a daily basis.
Communicate any events or issues that may have a direct effect to the resort operations and profitability.
Maintain and update Hotel PMS to accurately track account productivity and regular guest activity.
Hands on in the reservations department.
Participate in weekly yield meetings.
Update the reservations team on any relevant information i.e.
new package promotions in house activities and any feedback that may be provided on operational issues.
Create and maintain a team environment, ensuring that they are trained in the Reservation process.
Assist in the creation and implementation of reservation agent's incentives (up-sell program), including an effective monitoring process.
Offer feedback and assistance frequently.
Co-ordinate with the Hotel Sales team to accommodate VIP guest and request.
- Providing Exceptional Customer Service Provides excellent customer service.
Interacts with guests to obtain feedback on product quality and service levels.
Responds effectively to guest problems and complaints.
Empowers talent to provide excellent customer service.
Provides feedback to individuals in an effort to improve service performance.
Reviews comment cards and guest satisfaction results.
Building and contributing to teams by leading and participating as a team member.
Driving for results by setting high standards of performance for self and/or others.
- Leading the team Provides the leadership, vision, and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
Embracing the Resort values ensuring it is cascaded to our talent.
Embracing talent development by actively planning and participating in training initiatives.
Encouraging bottom-up feedback and communication to regularly review and action on talent suggestions.
Provides guidance and direction to the team members, including setting performance standards and monitoring performance.
Lead a reservations team that works together with trust and takes responsibility to meet the goals of the department and resort.
Recruit, train and mentor the reservations agents.
Prepare the reservations team roster.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
Develops specific goals and plans to prioritise, organise, and accomplish the work.
Aptitudes y conocimientos deseados: Minimum 2 years of prior experience as Revenue Manager.
Experience in luxury hotels/resorts, member of LHW, Virtuoso, or FHR Fluent in both English and Spanish, a third language is a plus.
Proficient in Opera/Opera Cloud Experience leading teams.
Dynamic and versatile.
Having strong sales skills is crucial for the role.