Purpose of Job
Responsible for ensuring the smooth and efficient operations in the department through prompt, effective and proper reservations service to achieve maximum room revenue to meet or exceed the revenue target. He/She trains new team members and assist in overseeing the reservation team and working alongside with the reception team to achieve the highest level of guest service, occupancy and rate integrity.
Key Responsibilities
Ensure smooth operations of the department and focus on continuous improvement.
- Maintaining course to achieve set business goals/KPI for both the department and individual team members.
- Be a hands-on leader effectively handling incoming reservations requests, follow-ups, reporting and rostering so all administrative requirements are completed.
- Monitors the Reservations Executive's calls to ensure correct sales tactics are used and quality service is provided.
- To ensure all sales and reservations are performed with adherence to the policies and procedures of YFC.
- Lead a motivational and cohesive team in a multiculture setting both within the department and with other colleagues
- Develop, build good rapport and maintain a high level of communication with all business associates and internal customers.
- Solving of customer complaints and problems, and acting as a liaison between the company and its customers to ensure customer satisfaction.
- Handling and managing reservations process through various communication platforms, and maximize the room sales through pro-active selling and suggestive selling techniques.
- Ensure all daily transactions are recorded into the computer accurately and updated accordingly within the stipulated turnaround time with a high level of service quality.
- Update, maintain and ensure accurate reservation records are properly documented and filing.
- Perform any other duties assigned by Reservations Manager.
Requirements
· Diploma in Tourism/Hospitality Management/Travel
· Min 3 years Supervisory experience in room reservations/hospitality sector
· Good working knowledge of Opera would be advantageous
· Good Microsoft Office applications in Word and Excel
· Good communications and interpersonal skills
· Good negotiation skills and techniques
· Good verbal and written skills
Competencies
· Team player with positive work attitude
· Excellent telephone etiquette
· Well organized and meticulous with the ability to multi-task in a fast paced environment
