Reservations Manager

Mantis, part of the Luxury & Lifestyle division of Accor, is a leading, conservation-focused hotel group with curated hotels, eco-lodges and waterways experiences located all over the world. Sustainable travellers have been enjoying eco-tourism, safaris and adventure travel with Mantis since 2000. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate. Whether small and intimate or vast and complex, on a sweeping African plain, beach-side escape or bustling city, each is an exceptional place for guests to find themselves. While uniquely different in the experiences they offer, all are linked through a collective obsession to be extraordinary, to be rare in a world that mass-produces sameness.

Reservations Manager

As Reservation Manager you will 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.

What is in it for you:

• Unleash the excitement: enticing rewards and unbeatable benefits are waiting for you!
• Ignite your skills with our cutting-edge Academies for rapid professional growth.
• Cultivate your talents and watch your career flourish, locally and globally.
• Drive change through impactful Corporate Social Responsibility activities.
• Immerse yourself in a vibrant work environment with extraordinary colleagues.
• Join us on a direct path to success as we skyrocket to new heights!

Key responsibilities:

• Reservations Operation Management: Supervise and ensure the smooth daily operation of reservations, providing optimum service to all contacts. Ensure restaurant reservations operate smoothly and maintain accurate rate information in the Property Management System (PMS).
• System Maintenance and SOP Adherence: Review and update room availability and restaurant reservations in the PMS. Conduct spot checks to ensure adherence to standard operating procedures (SOPs), updating them as needed.
• Rate Control and Yield Management: Control availability and rates for the Global Distribution System (GDS). Prepare and maintain yield calendars and distribute them to relevant departments.
• Staff Management: Monitor telephone traffic, prepare work schedules, and ensure accurate recording of staff working hours. Conduct regular appraisals, training, and cross-training within the department and other hotel departments.
• Training and Development: Conduct daily training and coaching based on feedback and customer satisfaction indices. Assist in staff recruitment and ensure awareness of promotional rates and packages.
• Reporting and Correspondence: Prepare and distribute reservations and statistical reports. Analyze telephone test calls and customer satisfaction indices, taking appropriate actions. Review incoming correspondence and distribute it to the reservation staff.
• VIP and Special Requests Handling: Advise management of reservation requests from VIP guests, embassies, or diplomatic missions. Supervise visa issuance for hotel guests by the hotel's visa officer.

• Experience: Minimum of 5 years of experience in reservations, preferably in a luxury hotel/resort setting. Proficiency in reservation systems such as Opera and Delphi, with knowledge of TARS applications being a plus. Experience in F&B outlet reservations is advantageous.
• Sales Comprehension: Understanding of reservation sales processes, group sales processes, and transient demand. Strategic approach to maximizing room revenue.
• Training and Development: Ability to develop and implement effective plans to maximize market room revenue. Proficiency in developing and delivering training to reservation agents, as well as delivering effective presentations.
• Language and Communication Skills: Fluent in English, with Arabic language proficiency being a plus. Excellent interpersonal, telephone presentation, and sales skills. Business-level communication skills are essential.
• Additional Skills: Previous experience in the Middle East is advantageous. Strong leadership skills with the ability to train and motivate teams. Proficiency in MS-Office and Opera-PMS. Experience in handling OTA and E-commerce platforms. Passion for customer service and a highly interactive, people-friendly attitude.

​​​​​Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor? 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 Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Mantis Collection: Mantis is a boutique hospitality group that was founded by conservationist Adrian Gardiner in 2000, with its main focus predominantly in Africa and the Middle East. Mantis grew from Adrian’s vision to restore and rewild degraded farmland which he developed into a widely-acclaimed Private Game Reserve. This was the first private game reserve in the Eastern Cape and the beginning of eco-tourism in a poverty-stricken province that had few opportunities outside of commercial farming. Adrian and the Mantis team successfully created a place where man and nature could co-exist sustainably. From this initial success, the Mantis model was then developed worldwide, understanding that consumers could use the Mantis portfolio as a mark of quality, consistency and character. Today the diverse portfolio of handpicked properties links up to create travel journeys, which offer guests the opportunity to experience the essence of the location in a setting of tailored luxury. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

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