Reservations Manager, Intercontinental Singapore

**About us**
As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

**Your day to day**
To effectively manage a team of Reservations Consultants and ensure highest level of service is delivered. Ability to conduct vigilant and appropriate conversion percentages of phone calls for both Rooms and Food & Beverage. Actively contribute towards revenue generation through effective management, training and motivation of the reservations department and its team members.

This position is a vital position to the Rooms Division and Sales and Marketing function by providing current, accurate information on both the internal reservation situation and the external climate with which the hotel operates.

Promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand.
- Responsible for leading, motivating and training the Reservations team members in all aspects.
- Directs Reservations Team in achieving upsell and reconversion objectives.
- Assists revenue team in achieving maximum room rate, yield and conversions.
- Manage and maintain Opera PMS and IHG Concerto for rate loading and to close out/opening-up dates, ensuring rate/yield restrictions are in place in all systems; monitor occupancy, managing overbooking, tracking of promotional offers, denials, rate, and inventory control.
- Ensuring that rate deployments and selling guidelines in both Opera PMS and IHG Concerto are consistent with sell strategies and seasonality.
- Control rooms inventory including allocation and reservations to areas of maximum yield.
- Track sales programs/promotions and provide feedback as necessary to relevant departments
- Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting
- Working closely with Front Desk and Food & Beverage team in supporting success of Front Desk upselling program and F&B Offerings for in-house Guests
- Analyze and take immediate actions on a monthly basis to assist to improve Overall Guest Experience scores
- Ensuring effective communication within the department on promotional activities within the hotel, including food & beverage activities and in room promotions to assist in achieving/exceeding our revenue goals.
- Prepare and complete regular and ad-hoc reports and take on special projects when required.
- Ensure all Groups are contracted and managed according to set guidelines.
- Conduct market research and analysis, and always keeping abreast of market trends
- Chairs and participates in regular departmental meetings and daily briefings
- Complete other responsibilities as assigned.
- Supports Revenue Management Team in:

- Providing direction and leadership to Reservations Colleagues, assisting them to achieve their potential, closing performance gaps and achieving overall departmental objectives.
- Establishing strong relationships within the department and other departments in the hotel in order to improve processes relating to reservations and group coordination.
- Setting clear goals and develop new ideas to improve organizational processes in order to increase our ability to receive, process and confirming rooms and group reservations.
- Managing inventory accuracy for Revenue Team’s implementation of rightful pricing strategy.

**What we need from you**
- Diploma or Vocational Certificate in Hotel Management, Business Administration, or related field preferred.
- 3 years related experience or 3 years reservations/front office experience including management experience, or an equivalent combination of education and experience
- Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Demonstrated strong leadership, team and communication skills.
- Highly detail oriented, organizational skills and able to handle multi priorities under pressure.
- Strong understanding of Opera PMS reservation systems and Rooms Reservations procedures and Customer Relationship Management processes.
- Problem solving, reasoning, motivating, organizational and training abilities.
- Good writing skills

Job Reference: EMEAA36776