Reservations Manager

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Position:       Reservations Manager

Department: Reservations

Reports to:  Revenue Manager

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PURPOSE OF POSITION

The incumbent in this position is responsible for following up to materialize the budgeted revenues of all segments. The position focuses on hotel’s national and international accounts in terms of all bookings as well as maximization of revenue through upselling techniques

KEY ROLES & RESPONSIBILITIES

• Oversee reservation administration and provide update to reservation systems and process all requests and manage inventory of all processes and recommend ways to maximize revenue
• Ensure all reservations enquires are professionally, and promptly handled and that there is no loss of business
• Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.
• Check arrival guests or groups of 3-7 daily, making sure the guest information, requirements and price information is correct.
• Conduct training to existing and new agents in the team to maintain and improve reservation selling skills
• Handle and resolve Guest issues in a positive manner so as to protect company revenue and result in Guest satisfaction
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, minimizing loss of calls, and ensuring a high level of conversion into bookings
• Make sure all commissions are correct and followed-up on promptly as well as to ensure that the resort credit policy is complied.
• Track calls using standard call conversion sheets report results daily, weekly and monthly.
• Set and amend selling strategies across all channels, and segments as directed by the direct report as applicable per property level
• Run reports as required by hotels and company standards; assists the Director of Revenue Management or other direst report, to maintain , make change in the Reservation/ Property Management / Revenue Management System at property level as required
• Maintain administration procedures, as per company and hotels standards; this includes all reservations and requests are confirmed within 24 hours, no show charges are validated and sent to finance for posting, filing system is maintained. And new ones set up.
• Manage employee performance in line with the organisation's objectives through setting targets, performance appraisals and providing feedback, learning and development opportunities
• Assist the Commercial/ Revenue Director to complete the hotel budget and forecast.
• Monitor and report results of any incentive programs in place; responsible to make sure integrity of the programs is maintained, and that all requirements are followed.

NB:  The Management reserves the right to make changes to this job description at its sole discretion and without advance notice

PERSONAL ATTRIBUTES

• Creativity, stress Management, self-Development, Listening and oral skills.
• Ability to handle multiple tasks
• Ability to delegate and organize work flow
• Ability to meet deadlines consistently
• Leadership Skills
• Managing, training and instructing skills
• Good communication skills
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• EXPERIENCE
• Minimum 3 years’ experience in Hotels or resorts.
• Luxury hotel or resort background preferred
• Understanding the local culture and have worked in the region.

QUALIFICATIONS

• Degree/Diploma in Training and Developing or Hotels Management
• Working knowledge of Opera, Microsoft Office.