The Assistant Reservatons Manager assists the Front Office and Revenue department in directing and supervising the activities of in-house reservations and group bookings. To receive, confirm and process reservation for the hotel and assist in ensuring maximum potential revenue is captured daily.
Primary Responsibilities:
- Assist to answer, confirms and ensures all bookings are accurately entered into the computer based on Accor standards
- Ensures filing of reservations correspondence are done systematically by the Agents
- Ensures training of team members is in accordance to Accor’s standards (Data Entry / Profile maintenance) and familiar with the different booking platforms of Accor
- Understands the Accor Live Limitless program and able to accurately execute the bookings via members’ points and answers enquiries on membership redemption for bookings
- Keeps Front Office Manager, Director of Revenue and Director of Operations informed on all matters pertaining to no shows and matters concerning to Hotel’s reservations
- Highlights unusual statistics discrepancies
- +3 and +1 arrival checks are completed on a daily basis, ensuring that rates, dates, mode of payment, comments, etc. are updated accurately based on the correspondence from TA/Sales/OTA/Siteminder
- Ensures that all pre-payment required reservations are charged on a daily basis unless there is a special billing instruction (TAs/OTAs)
- Daily checks of OTA extranets to ensure that all reservations are interfaced and synced to PMS. Especially for on-day arrivals
- Ensures emails are cleared timely, particularly in relation to feedback follow ups or escalated to relevant parties
- To ensure Agents follow up daily with traces that were left by FO Team
- Follow up with Invoices and Group Rooming list with Sales Team
- Work closely with Sales department on the status of group reservations and critical booking dates
- Work closely with Sales Managers with any special requests or follow-ups required for Corporate / FIT bookings
- Ensures that all groups have full payment received prior to arrival if not a validated credit facility has been set up
- Politely turns down on closed out dates and offers to book an alternative date
- Keeps up to date rooms availability for sale and changes in hotel room rates
- Communicates with Operational Departments for potential overbooking periods
- Works with Housekeeping and Engineering on preventive maintenance schedule
- Works with Front Office on the achievement of Upselling goals
- Strives to achieve the ADR & Occupancy goals set by Director of Revenue and General Manager
- Maintains an organized electronic mailbox, ensuring that all information is communicated clearly to one another in the team
- Ensuring all correspondences are reviewed and kept in shared drive for the Front Office team’s print out and to assist them with verifying information when required
- To carry out any other duties when directed by the Management.
