Senior Team Lead

4 days ago

Singapore beBeeReservation Full time $50,000 - $70,000
Job Title: Reservations Manager

This role requires a highly organized and detail-oriented individual to oversee the reservations department. As an Assistant/Reservations Manager, you will be responsible for managing team members and ensuring efficient operation of the department.

The ideal candidate will have excellent communication skills, proficiency in hotel systems, and experience with channel managers, booking engines, and reservation procedures.

Key Responsibilities:
  • Handle guest inquiries to improve the guest experience score.
  • Offer appropriate room types and price inclusions, and upsell effectively while handling objections.
  • Ensure all reservations are thoroughly reviewed before guests' arrival.
  • Review daily reservations booked, reservations cancelled, and arrival reports.
  • Manage group block activities, such as cut-off dates, rooming lists, pick-up, and wash.
  • Track sales and promotions and provide feedback to Sales & Marketing departments.
  • Manage the department's roster and guide team members in executing operational tasks.

Revenue Management:
  • Manage and maintain Opera Cloud PMS and Synxis CRS for rate loading, close-out and open-up dates, rate restrictions, occupancy monitoring, overbooking management, and inventory control.
  • Monitor the reservation process and ensure the accuracy of room type, market codes, source codes, and rate codes.
  • Communicate all current rates, packages, and promotions to the Front Office.
  • Ensure block allotments are loaded and released promptly.
  • Manage 'no show' reservations and ensure accurate charging.
  • Collaborate with the Director of Sales and Director of Marketing to maximize room rate, yield, and conversions.
  • Assist the sales team with rate creation on OPERA and rate loading to the GDS platform.
  • Support the Director of Sales by proactively providing data for the analysis and evaluation of specific business segments, accounts, market segment mix, direct channels, room type demand, channel production, and geographical mix, recognizing trends and patterns.

Finance Management:
  • Process deposits, post charges, and note billing instructions in the hotel system.
  • Ensure that payments are routed accurately to the company's accounts.
  • Ensure package elements are accurately allocated.
  • Ensure that accurate information is communicated to guests, including payment, guarantee, cancellation, and no-show policies.
  • Ensure all commissions payable are accurate and submitted to finance in a timely manner.

Guest Services:
  • Provide accurate information and assistance to all guests' inquiries.
  • Maintain a professional and friendly demeanor while interacting with guests in person and on the phone.
  • Handle all guest complaints and solve problems with a win/win outcome.
  • Advise all departments of group arrivals, departures, and guests' special requirements.
  • Ensure excellent service delivery in all aspects of the reservation, sales, and booking cycle.

Talent Profile:
  • Proficiency in hotel systems, channel managers, booking engines, and reservation procedures.
  • Organize staffing to ensure appropriate manning levels are maintained during operations hours and in situations of sudden increases in business volume.
  • Analyze and interpret primary revenue data.
  • Excellent Microsoft Excel skills.
  • Providing direction, leadership, and training for team members to close performance gaps and achieve overall departmental objectives.

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