Assistant Manager, Reservations

2 days ago


Singapore Capella Hotel Group Full time

Singapore, SGP
Full Time

Position Overview

The Assistant Manager, Capella Connects provides guests, with exceptional customer service throughout the reservation process. Assisting the Manager, Capella Connects, he/she works in conjunction with Front Desk team to meet departmental standards, service level and revenue goals.

A. Manage Room Inventory

Manage room inventory to maximise occupancy Monitor room sales and booking pick-up rates for management reporting
Assist to prepares the necessary reports required for monthly submission
Resolve situations arising from overbooking of room inventory
Monitor waitlist and determine priority of guests to be called

B. Manage Reservation Requests

Analyse guest data and feedback to improve service quality
Manage service recovery for escalated guests' concerns and feedback
Research and respond to travel agent commission inquiries

C. Manage Reservation and Call Center Operations

Analyse no-shows and cancellations to improvise procedures to rectify situations
Conduct quality checks in property management system to ensure data accuracy
Lead the development of department's strategies and operations plans
Manage related reservations systems to ensure correct configurations and full working capacity

D. Manage Human Resources, Finance and Continuous Improvement

Facilitate opportunities for knowledge and information sharing to achieve team goals

Talent Profile

1-3 years of supervisory experience in similar capacity
Ability to handle multiple tasks
Ability to delegate and organize work flow Must have strong customer service skills
Willing to work a flexible schedule including weekends
Understanding of hotel revenue management. Knowledge of hotel revenue management concepts, processes and strategies



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