Reservations Manager - Movenpick Kigali Rwanda

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Reservations Manager - Movenpick Kigali Rwanda

BASIC FUNCTION

To assist the Rooms Division Manager in ensuring an efficient reservations operation thereby providing the highest level of comfort and hospitality to guests to maximize organizational profitability and guest satisfaction in an atmosphere of teamwork and high employee morale

Under the guidance and supervision of the Rooms Division Manager, and within the limits of the established Movenpick Kigali policies and standard, his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.

SCOPE

Must be thoroughly familiar with all Accor corporate and local Operational Standards and ensure they are followed. Must assist all the guests with their needs and enquiries according to our hotel standards in order to ensure guest satisfaction in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:

ROLES AND RESPONSIBILITIES

• Maximize overall revenue from all reservation sources through the development and implementation of effective inventory and pricing strategies based on future demand forecasts for all hotel and resort properties.
• As well, he/she will amplify the functionality of all reservation source software.
• In addition, participate in the protection and efficient utilization of the Company’s assets through the implementation of approved policies, procedures and internal controls. 
• This individual must make a daily practice of revenue maximization and yield management.  He/She supervises and coordinates activities of workers in their daily tasks.
• Focus on overall yield and REVPAR
• Analyze data as it relates to our market regarding customer relationship management programs.
• Responsible for forecasting revenues both long and short-term.
• Train motivates and develop our reservation and Front Office staff on an ongoing basis.
• Will be a key player when bringing and relocating reservations staff.
• Supervises and coordinates activities of workers engaged in taking, recording, and cancelling reservations.
• Handling the day-to-day operations of the Reservations Department as listed.
• Interacts and handles other sections of Revenue Management if needed
• Coordinates for entire reservation activities.
• Monitors any events and special promotion activities & meet with potential or actual hotel clients.
• All machinery and equipment at Reservations, in relation to concerned departments.
• To follow up reservations for confirmation.
• To be familiar with different rate structure.
• To identify prospective clients’ exact needs by questioning.
• To entertain prospective clients’ exact needs by questioning.
• Assist Director of Revenue Management in obtaining competitive figures and compiling monthly market share reports.
• To entertain prospective clients through telephone conversation.
• Focus on overall yield and REVPAR.
• Analyze data as it relates to our market regarding customer relationship management programs.
• Key component in analyzing marketing dollars spent based on inquiry and reservation results.
• Responsible for forecasting revenues both long and short-term.
• Train, motivate and develop reservations employees on an ongoing basis.
• Will be a key player when bringing and relocating reservations employees.
• Supervises and coordinates activities of workers engaged in taking, recording and reservations.
• Sorts reservations received by mail into current up to three days and future, over three days.
• Sends future reservations to the reservation centre in other hotel of chain.
• Daily arrival check to avoid any rebates.
• Ensure proper profiling.
• Assist Front Office and Credit department by providing relevant covering letters on a daily basis.
• Receives contracts detailing room allotments for conventions or groups from the sales department and feeds information into the PMS.
• Corresponds with groups and travel agents to answer special requests for rooms and rates.
• Verifies on daily basis the daily arrivals and individual guests folios.
• Maintains monthly attendance sheet and sends to payroll department.
• Delegate assistance to train clerks in taking telephone reservation and in operating computer terminals and printers to store and receive reservation data.
• Reschedule workers to accommodate arrivals of conventions and other groups.
• Recommends promotions.
• Performs other duties as described under clerk job description.
• To complete a daily/weekly/monthly log of all activities and required reports.
• To have as much information as possible about the company to ensure a professional approach.

PERSONAL ATTRIBUTES:

• Excellent communication skills
• Excellent interpersonal skills
• Good organizational skills
• Persistence
• Ability to multi-task and work under deadlines
• Rational approach to problem solving
• Self motivation
• Customer focus

Planning

• Degree in Tourism & Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint
• High degree of professionalism with sound human resources management and business acumen capabilities

• Internal: Works in harmony with all hotel employees, applies rules and provides best service within the limit of the established job specification
• External: All guests, suppliers/partners.
• Materials: All machinery and equipment at Front Office

More detailed duties and responsibilities are listed below in the form of a checklist and are not meant to be complete.