Reservations Manager

Job Overview

Trains and supervises the Reservations department to ensure proper selling techniques are being executed to maximize sales opportunities and room revenue. Maximizes room revenues and average rate by closely monitoring room occupancy & rate forecast and the close dates of all types of business.  Reports any irregularities and makes recommendations without delay to Assistant Director of Central Reservations and Group Revenue Management team if found.  He or she should take up the responsibilities of the Assistant Director of Central Reservations during his/her absence.

Responsibilities

• Assist Assistant Director of Central Reservations to manages the daily operations of Reservations;
• Facilitates as a team leader to lead the reservations team to achieve the business excellence according to the Hotel’s sales & marketing strategies; 
• Monitors rooms availability status closely so as to maximize room occupancy, average rate and revenue of the hotels;
• Well acquainted with all travel agents, airlines and corporate to maintain good business relationships;
• Monitors reservation records to ensure all bookings are being input in computer daily;
• Screens and checks all booking correspondences to ensure that correct rates are quoted by reservation team;
• Screens all incoming correspondences regarding reservation request, booking confirmation, cancellations and general inquiries and responses timely;
• Maintains individual files of contracted travel agents/ airlines for easy reference;
• Establishes blockage, allotment and rate chart of all travel agents;
• Makes recommendation on operating procedures so as to ensure smooth operations at all times;
• Handle CCG referral, NH referral and VIPs bookings
• Keeps Assistant Director of Central Reservations informed of the booking and arrival of any VIPs, special attention guest, special groups and / or any irregularities found;
• Works harmoniously with all other hotel operating departments or supporting departments to maximize room sales and occupancy and provide satisfactory guest service;
• Maintains Reservations section facilities in good order;
• Monitors all OTAs individual reservations, alert Assistant Director of Central Reservations irregular movement;
• Works closely with the vendors to monitor channel management system and on-line booking; 
• Maintains statistics required for the revenue management and provide coaching to assist team members in maximizing room revenue for the hotels;
• Ensures the pricing decisions are appropriately folded into the distribution channel strategies of the hotel, websites and OTAs;
• Create and manage rates and packages configured in PMS. Monitor the room revenue yield process.
• Monitors to maintain consistency with inventory strategies and align with pricing philosophy;
• Co-ordinates rooms sales effort with Commercial Team and Front Office;
• Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation teammates.
• Provide assistance to team members to develop and evaluate sales calls and provide efficient training program to staff to ensure smooth working.
• Updates and conducts training to all reservation team members to ensure updated information on hotel products and sales program being familiarized and released;
• Assist Assistant Director of Central Reservations to form the statistic and market intelligent, & daily analytical data report;
• Carries out members’ appraisal, identifies and develops potential team members;
• Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation teammates
• Prepares monthly duty roster, annual leave plan, and administrative documents, and retrieve all monthly analysis reports;
• Conduct interview for new comers;
• Perform any ad hoc duties as assigned by the superiors.
• Candidates with less experience will be considered as Assistant Reservations Manager.

Responsibilities (Con't)

Requirements

• Degree / Diploma holder in Hospitality Management or related discipline
• Minimum 10 years of working experience in Reservations, preferable at least 2 years in managerial level 
• Good in spoken and written English, Mandarin and Cantonese
• Familiar with PMS is preferred, knowledge of Opera/Cambridge is a definitely advantage

Personal Qualities Required

• Demonstrate excellent communication, guest services, complaint handling, problem solving and coaching skills 
• Strong managerial skills in terms of people management, workflow planning, leadership and interpersonal skills
• Prompt and systematic