Multi-Site Reservations Manager

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

• Ensure correct documentation is received for all payment details
• Process and input reservations following hotel reservations policy
• Liaise with conference and events to accept/decline group room requests
• Enter and track group and conference blocks
• Liaise with conference organizers to endure rooming lists and confirmation are received on time
• Manage cancellations, pick up and release dates
• Ensure the charges for the released rooms are communicated to the client and processed
• Prepare Group and Conference folders and brief departments as required for large events
• As required meet & greet conference organizers
• Manage all group billing issues and resolve and account disputes.
• Adhere to all Reservations standards as outlined in respective manuals
• Assist OPS Manager in achieving benchmark Data Quality scores, and maintaining a culture of collecting accurate data.
• Take personal responsibility to ensure that all enquiries are addressed
• Monitor forward reservations on a daily basis.
• Ensure stop sells on room types, market segments and / or rate levels are enforced when appropriate.
• Maintain an open line of communication with the OPS Manager and Revenue Manager.
• Actively promote upselling within the reservations team.
• Co-ordinate group reservations ensuring contract rates are loaded correctly into reservations to maximize efficiency and eliminate revenue rebates.
• Maintain a positive selling approach to maximize yield in both occupancy and rates
• Attend RevMax meetings on a weekly basis to discuss short term availability and groups.
• Ensure arrivals list is checked on a daily basis displaying correct rate and market codes.
• Ensure the Hotel Guarantee Policy is promoted and adhered to.
• Consistently deliver a product and service to meet the quality, standards and expectation of customers.
• Management of VIP bookings.
• Processing of no show bookings in accordance with hotel cancellation policy.
• Active management of group blocks and wash. Ensuring this is managed effectively and communicated to other departments.
• Management and end of month balancing of complimentary rooms.

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Your experience and skills include:
Guest focused personality is essential.

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus