reservation manager

Job description

Job Description

Job Purpose

This position is responsible for overseeing the day-to-day operations of the Reservations office, contributing to exceptional results in Guest, Colleague and Owner/Investor goals and outcomes.

Primary Responsibilities

Reservations Responsibilities

·  Supervise Reservations Agent(s). Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
·  Ensure information in any channel provided to guests is accurate and individualized
·  Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge
·  Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
·  Assist in preparing daily, weekly and monthly reports
·  Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing
·  Ensure smooth shift changes with proper pass-on to the next shift
·  Report any equipment failures/problems & repair requests to Maintenance Department
·  Respond to inquiries about hotel products and services by telephone, fax and email according to standard guidelines
·  Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services
·  Coordinate and communicate with all other departments to ensure a smooth operation

Team Management

·  Interview, select and recruit direct reports when necessary
·  Identify and develop team members with potential
·  Conduct performance review with the team
·  Constantly monitor team members’ appearance, attitude and degree of professionalism
·  Prepare detailed induction programs for new employees
·  Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
·  Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

Other Responsibilities

·  Be aware of the hotel fire & life safety/emergency procedures
·  Attend all briefings, meetings and training as assigned by management
·  Maintain a high standard of personal appearance and hygiene at all times
·  Perform other reasonable duties assigned by the assigned by the Management