On behalf of clients, we are looking for a Reservation Manager
Job summary
A Reservation Manager is responsible for
overseeing the reservations team to ensure the efficient and smooth handling of
all bookings and inquiries. This role involves managing the reservation system,
coordinating with other departments to optimize occupancy and revenue, and
ensuring a high level of customer satisfaction by providing prompt and
professional service. The Reservation Manager must analyze booking patterns,
market trends, and customer preferences to develop strategies that maximize
occupancy rates and revenue. Additionally, they handle customer complaints,
train and mentor reservation staff, and implement procedures to improve the
reservation process and overall guest experience.
Responsibilities :
Full knowledge of reservation procedures according to the manual international hotel system.
Managing local and global hotel reservations.
Handling correspondence, including mail, telex, fax, and cables.
Assigning daily tasks to reservation staff.
Completing and reviewing reservations daily.
Reviewing daily arrival reports and preparing occupancy forecasts.
Training staff and implementing policies and procedures.
Recording corporate and travel agent rates in system files and correspondence.
Coordinating with the sales department on occupancy and booking rate analysis.
Ensuring optimal account production and correct work by reservation staff.
Familiarity with hotel facilities and rooms, ensuring reservation agents are informed.
Producing various departmental reports and monitoring staff performance daily.
Ensuring special handling for repeat and VIP guests.
Adhering to proper phone answering standards.
Coordinating group bookings with sales and revenue management.
Updating reservation status and reviewing no-shows, cancelations, and processing fees.
Reviewing room allocations for long stays and special group requests.
Supervising group reservations.
Maintaining relationships with corporate clients.
Ready to act on orders from the front office manager regarding hotel availability changes.
Managing the department's work schedule and maintaining work quality.
Performing additional tasks as requested by the front office manager or rooms division manager.
Requirements
Bachelor’s degree in Business Administration, Tourism, Hospitality or any related field.
Extensive knowledge of the tourism industry, including destinations, hotels, transportation and tours.
Understanding booking processes and customer requirements is essential.
Excellent communication skills with customers and suppliers, with clear and effective communication.
Strong administrative skills to organize and manage operations.
Proficiency in booking technology (channel manager, CRM, GDS, etc.) and online booking platforms.
Analytical skills to interpret reservation data.
Team collaboration abilities, working well with sales, marketing and customer service departments.
Fluency in English.
5 years of experience as a Reservations Supervisor or Assistant Manager in a reputable hotel
