Reservations Manager

OverviewPosition : Reservations ManagerThe Reservations Manager co-ordinates and oversees the running of the Reservations Department with particular emphasis on growing revenue and accurate forecasting.

Working closely with the Revenue, Sales, and Operational teams, ensuring a positive guest experience from the time of booking enquiry to the point of check out.Our Vision is being leaders in creating experiences and properties that escape the ordinary.

Our Purpose is to make the day better for ourselves, each other, our group, our customers, and communities.

We do this by living our values of empowerment, possibilities, and community.

We achieve our Vision and Purpose by delivering on our goals and values.Our GoalsGrowing revenue above marketMaximize assetsBusiness transformationOur ValuesEmpowerment : We make it happenPossibilities : We evolve and innovateCommunity : We make the connectionKey AccountabilitiesReservation Management : Develop and implement reservation policies, procedures, and best practices to streamline operations.Monitor reservation requests through various channels, including phone, email, website, and third-party platforms.Ensure accurate recording of guest information, special requests, and preferences.Manage inventory and room allocations to maximise occupancy and revenue.Recruit, train, and supervise a team of reservation agents.Conduct regular performance reviews and provide coaching and feedback to team members.Foster a positive work environment that promotes teamwork and excellence in customer service.Strategy and Planning : Collaborate with the Director of Operations and Sales & Marketing team to develop pricing strategies, promotions, and packages to drive revenue growth.Analyse market trends and competitor strategies to identify opportunities for improvement.Create and maintain an annual reservations plan and budget.Customer Service : Ensure that reservation agents provide exceptional customer service to all guests, addressing inquiries, concerns, and special requests promptly and professionally.Handle escalated customer issues and ensure satisfactory resolutions.Reporting and Analytics : Monitor and analyse reservation data to track performance against goals and Key Performance Indicators.Generate regular reports to inform management of reservation trends, occupancy rates, and revenue.Technology and Tools : Stay updated on reservation management software and tools to optimise processes and enhance guest experiences.Ensure the reservation system is maintained and updated regularly.Key Performance IndicatorsAccurate task completionAchieving budgets and forecastingCustomer, client, and team feedbackSkills & ExperienceDemonstrated previous experience working in reservations or similar hotel roleKnowledge of hotel operating systems, e.g., Opera, iVvyBehavioural CapabilitiesDeciding : Makes prompt decisions, even when they involve risk; makes tough decisions, even when they involve tough choices; makes well-informed and considered decisions; takes responsibility for results.Leadership : Leads groups and delegates work based on skills and potential; empowers others and motivates high performance; sets clear expectations and standards for performance; monitors work and coaches others to develop their full potential.Communication : Understands spoken and written information; speaks and writes clearly and understandably; presents with confidence; gauges audience reaction, interest, and understanding, and adjusts communication style or content accordingly.Delivering Results : Sets objectives that align with team and organisational goals; develops plans, commits to timelines, and uses time effectively; anticipates, allocates, and monitors resources to deliver work requirements; documents job information.Dependability : Focuses on understanding and addressing customer needs; sets ambitious standards for work quality and quantity; delivers high productivity in a focused and timely manner; structures and prioritizes work activities; shows commitment to the organization.Resilience : Works productively under pressure; maintains a positive outlook; controls emotions; handles failure or criticism well and learns from it.Critical Thinking : Gains an understanding of the situation or problem; evaluates, integrates, and categorises information to identify issues, patterns, trends, and relationships; challenges assumptions and draws informed conclusions that enable effective approaches and solutions.

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