Job Overview
Managing the Reservations Team to achieve targets, while following the company standards and procedures. Act in a genuine, friendly, helpful manner to internal and external customers always, whilst contributing to the overall achievements of business goals, ensuring consistent standards of service.
The role is responsible for ensuring that the administration of all individual reservations across the Hotel are completed in a timely fashion.
Key Job Responsibilities
* Ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller’s needs.
* Constantly review the effectiveness of administration processes and implement changes where appropriate to improve the hotel.
* Deal with any complaints in a friendly and efficient manner, ensuring guest satisfaction at all times.
* Ensure that the department is correctly resourced at all times.
* Ensure that there isn’t a backlog of reservations to be processed for the immediate future.
* First point of contact for the Hotel.
* Ensure proactive planning takes place to meet internal guests’ expectations.
* Ensure that Hotel PMS is maintained and updated with all Reservations administration.
* Ensure that all backup is filed according to departmental standards and that all hotels have access to information needed to allow for checkouts to be completed accurately, and payments to be made expeditiously.
* Take complete ownership for the administration of individual reservations for the Hotel.
* Develop strong relationships with the Hotel sales and administration team to ensure all SRPs / RFPs are completed in a timely fashion.
Key Job Responsibilities (Cont.)
* Be proactive in identifying and communicating all sales leads to the hotel’s Sales Manager.
* Be motivated & encouraged to maximize selling opportunities by adding customer value at every opportunity, promoting the property's facilities.
* Ensure RFP tracker is kept up to date.
* Ensure no deadlines are missed in terms of RFP completion.
* Ensure all SRPs are loaded in a timely and expeditious fashion.
* Ensure full and transparent communication to the hotel teams regarding RFP declines / acceptances.
* Be aware at all times of the current business targets, actual, budgeted, and forecasted business levels and focus on achieving these.
* Follow company control procedures in accordance with the company Internal audit requirements.
* Consider costs and wastage without compromising standards and service delivery.
* Be energy efficient within the department, turning off equipment, lights, etc. when not in use.
* Agree on objectives for self-development in line with department objectives.
* Plan ahead and ensure adequate resources are available.
* Keep up to date with departmental, hotel, and company activities through daily communications, customer feedback, and taking part in appropriate actions for improvement.
* Regularly review own performance against objectives through on-the-job training, coaching, and development appraisals, job chats, and team meetings, and where necessary take corrective action.
* Communicate and cooperate with all colleagues in all departments.
* Ensure a high standard of personal hygiene and personal presentation at all times.
* Be aware of VIPs and show rounds and communicate to other departments.
* Understand relevant H&S legislation and its implications on the operation of the department.
* Ensure that safe and healthy working practices are implemented at all times.
* Work in a safe and tidy manner and report any hazard, accident, loss, or damage to management.
* Be aware of emergency procedures, have full knowledge of the fire manual, and ensure that all staff and supervisors are similarly aware.
* Uphold equal opportunities policy to ensure a positive culture and neutral working environment.
* Actively participate in training both on and off the job.
* Carry out any reasonable requests as required by a member of management.
* Ensure appropriate promotions and tactical rates are communicated to the Area Revenue Manager.
People / Relationship Management
* Understand and influence revenue-related relationships to the benefit of the business (both internal & external).
* Develop strong relationships with each General, Sales & Revenue Manager within the business.
* Understand and manage revenue-related duties / processes in a timely manner.
* Effectively communicate with key stakeholders.
Knowledge Required
System Management
* Knowledge of Microsoft Office.
* Educated to GCSE level or equivalent.
* Experience in a reservations environment.
* Experience supervising others.
* Interpersonal Skills & Communication.
* Occupational Knowledge and Business Awareness.
* Achievement Drive and Accountability.
* Organisation and Planning.
* Possess a high standard of customer service delivery skills and Customer Focus.
* Be standards driven and detail-oriented with the ability to organize and plan ahead.
* Excellent Administration skills.
* Ability to lead, multi-task, and make sound decisions in a fast-paced environment.
* Previous experience with Delphi, OnQ is preferred.
* Profitability – Conversion, upselling, highlighting sales leads.
* Customers – Treat each customer as an individual.
* Team – Carry out appraisals and the disciplinary process when necessary in a timely manner.
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