Reservations Manager

1 week ago

Singapore ALTITUDE ORANGE GROVE PTE. LTD. Full time
Roles & Responsibilities

Duties & Responsibilities

Reservations:

  • Be responsible for accurate, timely and up to date bookings.
  • Create and maintain an effective quality program to increase sales and deliver excellent customer service.
  • Participate in peak times by helping the team take calls and adjust manning accordingly on an on-going basis.
  • Develop partner relationships with OTAs, Agencies and Corporate accounts representative.
  • Manage, train and provide on-going development to maintain a high quality, professional Reservations team.
  • Conduct shift briefings to ensure hotel activities and operational requirements are known.
  • Takes care of deposits and payments of all booking types.
  • Train and ensure team swiftly respond to email enquiries so guest satisfaction is maintained.
  • Ensure that arrival's checks are completed in a timely manner and inconsistencies are investigated immediately.
  • Double checks the receipt of online bookings and assures they have been entered in PMS accurately.
  • Handle no-show disputes.
  • Work ahead of Operational departments in a proactive way to ensure special requests are granted and finalized beforehand.
  • Create and tweak an optimal upselling policy and review with colleagues monthly.
  • Contribute to creating and upgrading departmental reporting and ensure it is delivered in a timely fashion.
  • Possess and maintain a sound knowledge of our product and each outlet, and ensure your team is on the same level.
  • Work closely with Front desk team to communicate VIP bookings, upgrades and inventory management.
  • Oversee reservation administration, provide update to reservation systems, process all requests, manage inventory and recommend ways to maximize revenue.
  • Ensure that the SOPs are adhered to when dealing with all guest enquiries throughout the booking process, during the stay / event and post-stay / event.
  • Handle guest requests, compliments and complaints following company's values and provide discrete and dedicated customer service.
  • Personally, and frequently verify that guests are satisfied and liaise with management to escalade any relevant unresolved issue.
  • Manage and ensure resolution of all guest issues and provide training to all new colleagues for all policies and procedures.

Revenue Analysis:

  • Analyse historical and current data on room bookings, occupancy rates, and revenue performance.
  • Utilise revenue management software and tools to extract meaningful insights.
  • Identify trends, patterns, and opportunities for revenue optimization.
  • Develop pricing strategies based on demand forecasts, market trends, and competitor analysis.
  • Monitor competitor pricing and adjust pricing strategies accordingly to maintain competitiveness.
  • Implement dynamic pricing models to maximize revenue potential.
  • Assist the Director of Revenue Management to develop accurate demand forecasts.
  • Assist in the preparation of annual revenue budgets and periodic revenue forecasts.
  • Provide recommendations for adjusting strategies based on forecasted demand fluctuations.
  • Monitor key performance indicators (KPIs) such as RevPAR (Revenue per Available Room), ADR (Average Daily Rate), and occupancy rates.
  • Track the effectiveness of pricing and revenue management strategies.
  • Generate regular reports to communicate performance metrics and insights to management.
  • Implement tactical initiatives to drive revenue growth during periods of low demand or seasonality.
  • Continuously evaluate and refine revenue management strategies based on performance feedback and market dynamics.

Requirements:

  • 3-5 years of experience as a Reservations Manager with interest in exploring into Revenue Management.
  • Candidate preferably has a strong understanding of hotel distribution systems, and a diploma/degree in Hospitality Management, Business, or equivalent qualifications.
  • Must exhibit excellent written and verbal communication, and problem-solving abilities.
Tell employers what skills you have

Revenue Management
Upselling
Budgets
Dynamics
Inventory
Hyperion
VIP
Administration
Hospitality Management
Inventory Management
Revenue Analysis
Deposits
Customer Service
Pricing
Revenue Recognition

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