PURPOSE OF POSITION

 

To monitor, supervise and train the reservation agents in maintaining and delivering high levels of standards according to company policy and procedure.

To assist the Reservations Manager in the operation and requirements of the department. In the absence of Reservations Manager, to be able to take on responsibility for the Reservations Department.

 

KEY ROLES & RESPONSIBILITIES

 

• Assist the reservations manager to motivate the team skillful at up-selling and/or

Conversion as required by the business demand.

• Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Assist the Revenue & Reservations Manager / Assistant Reservations Manager to control rates and inventory for group business, low yield rooms allocations, complimentary rooms and upgrading, group space blockage and timely wash, especially during the peak season and/or high demand days when expected occupancy is above 80%.
• Assist to the department head to ensure all sellable contracted rates are loaded in the GDS and Opera system for ease of reservations by companies worldwide.

• Checks regularly and disseminates information on market situation including; weekly check and report on booking trend in the market through exchanges with competitors, test calls and reports on seasonal rates book-able at competitor hotels, etc.
• To supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
• To follow up on lost business and bring information about them to the knowledge of the department superiors.
• To update customers with the latest development of the hotel by means of Web-site and some other available distribution channels.
• To keep reservations staff informed on all changes or developments within the hotel and the company.
• To spot-check reservations made the previous day and check all VIP arrivals.
• Training, developing, and motivating staff to increase productivity.
• To keep department informed of all changes in the customer profile.
• To monitor group bookings and work closely with group department in order to achieve budgeted figures.
• Maximize employee productivity and morale within the department and consistently

maintain discipline within hotel guidelines and local regulations.

• Have a full working knowledge and ability to supervise, train, correct and demonstrate all duties and tasks, in assigned place of work, accordingly to the standards as set.
• Train employees ensuring that they have the necessary skills to perform their duties with the maximum levels of productivity and efficiency.
• To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
• To have complete understanding of the Hotel’s Employee Handbook and adhere to

the regulations contained within.

• Performs any other duties as assigned to him/her by management.
• To ensure the reservation sales agents are filling the responsibilities as outlined in their job descriptions.
• Supervising the day to day running of the reservation department ensuring that the work load is fairly distributed and completed in a timely and professional manner.
• Understand the key principles of  FRHI Pricing Strategies and Revenue Management
• Utilize effective up selling techniques
• Understand and take reservations to support the revenue management strategies
• Be fluent on all hotel products and services
• Be fully conversant with all market segments and rate plans used across all distribution channels
• Be flexible in sales technique through offering the right product to the right customer at the right time
• Identify sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with FHRI Reservation Standards
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database and to merge profiles
• Ensure market segmentation is accurate for each reservation
• To effectively handle the Top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• To effectively handle the Top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
• Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS/S&C. Be involved in all property PMS Conversions
• Share best practices with Reservations and or Revenue Management leader
• To assist Revenue & Reservations Manager with the duties required for the smooth running of the department; non-guaranteed bookings, groups etc.
• Ensure that the department is well aware of changes, new procedures, hotel facilities etc
• To certify that all Reservation Sales Agents are adhering to hotel standards and that these standards are implemented at all times.
• Support the Reservations Manager and/or Revenue Management leader with special projects as required.
• Support Reservation Agents with the daily telephone traffic for both Reservation and PBX lines to ensure that the abandonment ratio is minimal.

 

PERSONAL ATTRIBUTES

 

• Strong interpersonal skills with attention to detail
• Strong written and verbal communication skills
• A team player with a positive attitude
• Self-motivated, creative and confident, with a highly energetic personality
• Creativity, Stress Management, Self-Development
• Ability to handle multiple tasks
• Ability to meet deadlines consistently
• Must be organized and ability to work and follow systems and procedures
• Must be adaptable to change of strategy, ideas, systems etc.
• Must be guest service oriented

 

 

PURPOSE OF POSITION

 

To monitor, supervise and train the reservation agents in maintaining and delivering high levels of standards according to company policy and procedure.

To assist the Reservations Manager in the operation and requirements of the department. In the absence of Reservations Manager, to be able to take on responsibility for the Reservations Department.

 

KEY ROLES & RESPONSIBILITIES

 

• Assist the reservations manager to motivate the team skillful at up-selling and/or

Conversion as required by the business demand.

• Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Assist the Revenue & Reservations Manager / Assistant Reservations Manager to control rates and inventory for group business, low yield rooms allocations, complimentary rooms and upgrading, group space blockage and timely wash, especially during the peak season and/or high demand days when expected occupancy is above 80%.
• Assist to the department head to ensure all sellable contracted rates are loaded in the GDS and Opera system for ease of reservations by companies worldwide.

• Checks regularly and disseminates information on market situation including; weekly check and report on booking trend in the market through exchanges with competitors, test calls and reports on seasonal rates book-able at competitor hotels, etc.
• To supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
• To follow up on lost business and bring information about them to the knowledge of the department superiors.
• To update customers with the latest development of the hotel by means of Web-site and some other available distribution channels.
• To keep reservations staff informed on all changes or developments within the hotel and the company.
• To spot-check reservations made the previous day and check all VIP arrivals.
• Training, developing, and motivating staff to increase productivity.
• To keep department informed of all changes in the customer profile.
• To monitor group bookings and work closely with group department in order to achieve budgeted figures.
• Maximize employee productivity and morale within the department and consistently

maintain discipline within hotel guidelines and local regulations.

• Have a full working knowledge and ability to supervise, train, correct and demonstrate all duties and tasks, in assigned place of work, accordingly to the standards as set.
• Train employees ensuring that they have the necessary skills to perform their duties with the maximum levels of productivity and efficiency.
• To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
• To have complete understanding of the Hotel’s Employee Handbook and adhere to

the regulations contained within.

• Performs any other duties as assigned to him/her by management.
• To ensure the reservation sales agents are filling the responsibilities as outlined in their job descriptions.
• Supervising the day to day running of the reservation department ensuring that the work load is fairly distributed and completed in a timely and professional manner.
• Understand the key principles of  FRHI Pricing Strategies and Revenue Management
• Utilize effective up selling techniques
• Understand and take reservations to support the revenue management strategies
• Be fluent on all hotel products and services
• Be fully conversant with all market segments and rate plans used across all distribution channels
• Be flexible in sales technique through offering the right product to the right customer at the right time
• Identify sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with FHRI Reservation Standards
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database and to merge profiles
• Ensure market segmentation is accurate for each reservation
• To effectively handle the Top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• To effectively handle the Top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
• Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS/S&C. Be involved in all property PMS Conversions
• Share best practices with Reservations and or Revenue Management leader
• To assist Revenue & Reservations Manager with the duties required for the smooth running of the department; non-guaranteed bookings, groups etc.
• Ensure that the department is well aware of changes, new procedures, hotel facilities etc
• To certify that all Reservation Sales Agents are adhering to hotel standards and that these standards are implemented at all times.
• Support the Reservations Manager and/or Revenue Management leader with special projects as required.
• Support Reservation Agents with the daily telephone traffic for both Reservation and PBX lines to ensure that the abandonment ratio is minimal.

 

PERSONAL ATTRIBUTES

 

• Strong interpersonal skills with attention to detail
• Strong written and verbal communication skills
• A team player with a positive attitude
• Self-motivated, creative and confident, with a highly energetic personality
• Creativity, Stress Management, Self-Development
• Ability to handle multiple tasks
• Ability to meet deadlines consistently
• Must be organized and ability to work and follow systems and procedures
• Must be adaptable to change of strategy, ideas, systems etc.
• Must be guest service oriented