Reservations Manager
1 week ago
This is an IT support group seeking a highly organized, detail-oriented, and customer-focused Reservations Supervisor to oversee the daily operations of the reservations team.
Key Responsibilities- Reservation Management:
- Handle room reservations promptly and accurately through various channels, including phone, email, and online booking systems.
- Maintain accurate and up-to-date records of all reservations, including guest preferences and special requests.
- Manage group bookings, special requests, and VIP reservations, ensuring personalized service and attention to detail.
- Lead, train, and motivate the reservations team to deliver excellent customer service while ensuring productivity, efficiency, and accuracy in booking and handling reservations.
- Assist with revenue management efforts by ensuring proper room allocation, monitoring occupancy levels, and suggesting adjustments to room rates based on demand and seasonality.
- Provide exceptional service to guests by addressing their questions about room rates, availability, and hotel amenities.
- Assist guests with modifications or cancellations of their reservations, ensuring a smooth and hassle-free process.
- Handle guest complaints and issues related to reservations with professionalism and a problem-solving attitude.
- Monitor booking patterns and report on occupancy trends, helping to identify opportunities for maximizing revenue.
- Utilize reservation and property management systems to track and manage room inventory, availability, and bookings.
- Regularly review reservation logs, track booking patterns, and manage booking discrepancies or overbooking situations in accordance with hotel policies.
- Assist with preparing reports on occupancy trends, booking trends, and other reservation-related metrics, contributing to the hotel's operational decision-making.
The ideal candidate will have a Diploma, Higher NITEC or NITEC or a professional equivalent qualification and 3 – 5 years of similar experience, preferably in a luxury hotel or resort setting. Proficiency in Reservation and Property Management systems (e.g. Opera) and ability to multitask and work in a fast-paced environment are essential.
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