Reservation Manager

Overlooking the scenic South China Sea, an hour away by ferry from Singapore, Mövenpick  Resort & Spa Bintan Lagoon will introduce Swiss-inspired hospitality to Bintan in celebration of Mövenpick's rich culinary legacy. The resort is set to be the new beach getaway destination for all generations with standout facilities, including 420 rooms & suites, two golf course, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, spacious event spaces. Wellness will also be an integral part of the resort experience, with a vast wellness and recreation village that will feature a gym, a spa, and Kid Club.

We are seeking a highly organized and customer-focused Reservation Manager to join our team. In this crucial role, you will oversee all aspects of our hotel's reservation process, ensuring seamless guest experiences from initial inquiry to arrival. As a key member of our management team, you will be responsible for optimizing occupancy, maximizing revenue, and leading a team to deliver exceptional customer service. Drive revenue growth by meeting sales targets and staying competitive in the market.

• Provide supervision to Reservations Staff. Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals 

• Ensure information provided to guests is accurate and individualized 

• Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge 

• Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized 

• Assist in preparing daily, weekly and monthly reports 

• Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing  

• Ensure smooth shift changes with proper pass-on to the next shift 

• Report any equipment failures/problems & repair requests to Maintenance Department 

• Respond to enquiries about hotel products and services by telephone, fax and email according to standard guidelines 

• Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services 

• Coordinate and communicate with all other departments to ensure a smooth operation 

• Interview, select and recruit direct reports  

• Identify and develop team members with potential 

• Conduct performance review with the team 

• Constantly monitor team members’ appearance, attitude and degree of professionalism 

• Prepare detailed induction programs for new employees 

• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service  

• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business 

• Diploma education. 

• Proven experience in hotel reservations or front office management, preferably in a luxury or 5-star hotel. Minimum 1 year of experience in a similar capacity or minimum 3 years of experience in the area of guest services/tele-marketing 

• Strong knowledge of reservation systems (e.g., Opera, Opera Cloud, PMS) and revenue management principles
• Excellent leadership and team management skills
• Exceptional customer service and communication abilities
• Demonstrated ability to optimize occupancy, maximize revenue, and manage room allocations efficiently. 
• Excellent reading, writing and oral proficiency in English language 
• Proficient in MS Excel, Word, & PowerPoint 

• Employee benefit card offering discounted rates at ACCOR hotels worldwide.
• Develop your talent through ACCOR's learning program.
• Opportunity to grow within your property and across the world.
• Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social and Governance (ESG) activities