Reservations Manager

Summary

Duties and responsibilities related to the Reservations Manager role :

• Collaborate with sales team and front office team for all room bookings.
• Prepare and conduct Reservations team meetings.
• Prepare duty roster and ensure to complete the attendance for the closing of payroll system.
• Conducting staff evaluation and appraisal.
• Prepare a shift briefing to direct team members and inform special information.
• Ensure all reservations hosts are equally knowledgeable of the hotel.
• Ensure to update team members of the current offered hotel products, services and facilities.
• Assign and supervise Reservations team to complete tasks accurately.
• Handle VVIP guest special requests.
• Provide a high level of customer service and ensure maximum guest satisfaction.
• Manage guest complaints / issues and ensure resolutions to all inquiries.
• Ensure all incoming calls are answered as per the hotel standards.
• Reviews reservation status, confirmed bookings, cancelled reservations and no-show bookings daily.
• Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Ensures that the Reservations employees work in a supportive and flexible manner with other departments.

Qualifications

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