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
