Reservations Manager

#BeLimitless 

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. 

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS 

Financial Accountability: Responsible for maximizing revenue in all business environments.

Conditions of Work: Normal administrative office and hotel working conditions.

Role Overview Purpose: To maximize Hotel revenue by identifying and accurately recording guest needs and special requests, and conducting continues trainings for Reservations’ team. Aiming to ensure guest satisfaction achieves the minimum required standard of 90% satisfaction.

Summary 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 review and update the room availability calendar in the PMS and restaurant reservations system.
• To carry out regular spot checks within the department to ensure that the standards outlined in the SOP are being adhered to.
• 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 control availability and maintaining of rates for GDS system.
• To prepare and maintain yield calendar and distribute to relevant departments within hotel.
• To monitor overflow telephone calls to Reservations Office, incoming telephone traffic and business trend, and prepare work schedule for Reservations staff to ensure optimum coverage of the Reservations at all times.
• To ensure that staff working hours are recorded accurately and in accordance with hotel policies and procedures.
• To ensure LQA and Forbes standards are met at all times.
• To carry out regular appraisals for all Reservations Staff by utilizing proper formats.
• To arrange, co-ordinate and chair weekly departmental briefings and monthly meetings whenever possible.
• To carry out, supervise and record cross training within the department as required, and within the guideline requirements of the group.
• To carry out, supervise and record cross training of staff members from other hotel departments.
• Conduct & document daily training and coaching for Reservations Agents and Reservation Supervisor that meets the needs identified through Telephone Test Call results and customer feedback as directed by the Revenue Manager.
• To assist in the recruitment of staff for the Reservations Department.
• To ensure that the 7, 3 and 1- day arrivals report checks are carried out on daily basis and make sure that all guest information are duly entered.
• To ensure that reservations made a day before is checked on daily basis.
• 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 hrs of receipt.

• To analyze the results of Telephone Test Calls as well as Customer Satisfaction Index, take appropriate actions, follow up and record all necessary documents.
• 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 prepare a fortnightly competitor occupancy forecast report.
• To supervise the issue of visas for the hotel’s guests by the hotel’s visa 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 extra ordinary requests.

Qualifications:

• 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 rooms 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 skill
• Previous experience in 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.