Reservations Manager

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• Answer all calls promptly within 3 rings using the specified greeting for the hotel
• 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, and liaise with Assistant Managers on account enquiries and disputes.
• Adhere to all Reservations standards as outlined in respective manuals
• Assist Rooms Division 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 Rooms Division 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
• Assist the Rooms Division Manager with any tasks or spreadsheets as required
• 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.
• Any other duties assigned from time to time by the Department Manager/Supervisor

• Previous minimum of 2 years’ experience in similar role in a 200+ room Hotel with a background in Front Office or Reservations in a dynamic hotel environment.
• Demonstrated ability to lead, coach and develop the team.
• A willingness to be hands on within the operation and drive a culture of guest obsession and loyalty with the team.
• The ability to create meaningful connections, creating a high level of trust with the team.  
• Excellent time management and organisational skills giving you the ability to handle tight deadlines
• You’ll be able to work independently and have the ability to run a busy reservations system
• Have a passion to sell every last room in a competitive market
• Previous experience with the following programs highly desirable though not essential: OPERA Cloud.
• You’ll be confident, solution focused, team player
• The flexibility to work a variety shifts including public holidays as required.
• Self-motivated and target driven
• You are flexible and have a desire to work in a dynamic, fast-paced team.
• Experience in the hospitality industry and ACCOR is advantageous

In terms of technical skills, this role calls for a high level of computer literacy, specifically around Microsoft Outlook and Excel. You will have an exceptional ability to think ahead of the game and forecast accordingly, you will also possess a strong understanding of yield management. Experience with OPERA Cloud would be highly advantageous.