Company Description
Welcome to Pullman Lombok Merujani Mandalika Beach Resort. Our world is your playground.
Accor’s first premium-scale resort in Lombok, with 257 rooms, suites, and villas—many with private pools—merge island tradition and sophisticated contemporary style. Overlooking the endless Indian Ocean or the lush gardens, in perfect harmony with their surroundings.
Dining at Pullman Lombok Mandalika is conceived to energize the body, inspire the mind, and spark the palate. Two restaurants—including Sgara, the finest seafood restaurant in Lombok—and two bars serve food and drink blending the best of local and global influences. All set around our free-form pool, all with a backdrop of inspiring ocean views.
At Pullman Lombok, you’re free to do as much as you like. Or as little. The Pullman SPA creates personalized therapies for peace of mind, body, and soul. Pristine beaches nearby are a hub for surfers and snorkelers. Unlock your potential on guided running trails, putting you in touch with the island environment—and your inner self. And motor races at Pertamina Mandalika International Street Circuit are just a few minutes’ drive away.
Job Description
Job Purpose
This position is responsible for overseeing the day-to-day operations of the Reservations office, contributing to exceptional results in Guest, Colleague, and Owner/Investor goals and outcomes.
Primary Responsibilities
Reservations Responsibilities
1. Supervise Reservations Agent(s). Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
2. Ensure information in any channel provided to guests is accurate and individualized.
3. Coach agents in areas of up-selling, cross-selling, and ongoing skill set knowledge.
4. Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed, and productivity is maximized.
5. Assist in preparing daily, weekly, and monthly reports.
6. Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing.
7. Ensure smooth shift changes with proper pass-on to the next shift.
8. Report any equipment failures/problems & repair requests to the Maintenance Department.
9. Respond to inquiries about hotel products and services by telephone, fax, and email according to standard guidelines.
10. Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets, and hotel services/features to promote its products and services.
11. Coordinate and communicate with all other departments to ensure a smooth operation.
Team Management
1. Interview, select, and recruit direct reports when necessary.
2. Identify and develop team members with potential.
3. Conduct performance reviews with the team.
4. Constantly monitor team members’ appearance, attitude, and degree of professionalism.
5. Prepare detailed induction programs for new employees.
6. Prepare weekly staff schedules keeping in mind anticipated business, operating budgets, and standards of service.
7. Develop, conduct, and maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business.
Other Responsibilities
1. Be aware of the hotel fire & life safety/emergency procedures.
2. Attend all briefings, meetings, and training as assigned by management.
3. Maintain a high standard of personal appearance and hygiene at all times.
4. Perform other reasonable duties assigned by the Management.
Qualifications
Knowledge and Experience
1. Diploma education.
2. Minimum 3 years of experience in a similar capacity or minimum 3 years of experience in the area of guest services/telemarketing.
3. Excellent reading, writing, and verbal communication in English language and Bahasa Indonesia.
4. Proficient in Microsoft Office applications especially MS Outlook, Excel, Word, & PowerPoint.
5. Master in operating PMS, especially Opera.
Competencies
1. Strong leadership, interpersonal and training skills.
2. Good communication and customer contact skills.
3. Service-oriented with an eye for details.
4. Ability to work well in stressful & high-pressure situations.
5. A team player & builder.
6. A motivator & self-starter.
7. Well-presented and professionally groomed at all times.
Additional Information
1. Possess skills of leadership, developing, strategic thinking, problem solver.
2. Excellent communication.
3. Results and service-oriented with an eye for details.
4. Ability to multi-task, work well in stressful & high-pressure situations.
5. A team player & builder.
6. A motivator & self-starter.
7. Well-presented and always professionally groomed.
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