As a Reservations Assistant Manager, you will assist the Reservations Manager in managing daily operations of the Reservations Department, including providing support, coaching, and training of the Reservations Agents. The role encompasses all aspects of reservations for the hotel. You will be responsible for maintaining accurate and concise records of all reservations, assisting with inquiries and bookings in a timely manner, liaising with key departments, establishing strong relationships with our clients, and displaying exceptional phone and customer service skills, while being instrumental in the implementation of operational plans to meet Hotel sales and revenue targets.
- Cater to room inquiries and reservations on a daily basis received via telephone calls and emails
- Full utilization of Opera PMS for creating and updating room reservations
- Ensures all guest inquiries and complaints receive prompt action and follow-up
- Timely submission of the weekly itinerary and weekly reports
- Coordinates with other departments of the hotel to ensure efficient guest service
- Works towards maximizing hotel revenues by promoting upselling in the department, ensuring efficient availability control procedures, and overbooking decisions
- Ensures all entries in Opera are accurate and done according to the set standards and guidelines.
- Ensures proper filing of all business correspondence, with correct and updated information.
- Assist in doing pre-arrival checking
- Works towards maximizing hotel revenues by promoting upselling in the department, ensuring efficient availability control procedures, and overbooking decisions
- Ensures all entries in Opera are accurate and done according to the set standards and guidelines.
- Ensures PCI Compliance and observance of Data Privacy
- Develops and maintains a high level of communication with major sources of business, and advises the Reservations Manager of feedback, as needed
- Ensures all Reservations Agents cross-sell sister properties when the hotel product does not fit the customer’s requirements
- Prepare weekly, monthly, quarterly, and annual reports, as required
- Lead daily team briefings
Requirements:
- Previous experience in the same position or as Reservations Supervisor preferred
- Bachelor’s Degree or Diploma in Hospitality Management
- Knowledgeable in Microsoft Windows applications and Opera PMS is an advantage
- Excellent communication and organizational skills
- Strong interpersonal and problem-solving abilities
- Highly responsible & reliable
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Ability to handle many conflicting priorities at the same time
