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Rooms Reservations Manager

2 weeks ago

Singapore Shangri-La Hotels Full time

Are you passionate about hospitality? Do you thrive in providing extraordinary experiences to discerning guests? We invite you to be a part of our prestigious 5-star hotel as a Reservations Manager.

The Reservations Manager is responsible in managing all activities pertaining to reservations operations. He/She provides the leadership to motivate the reservations team to exceed in service delivery, optimize booking opportunities to achieve the highest possible occupancy levels for the purpose of maximizing room revenues & profit. And promote customer retention and loyalty.

Coordinate office activities to ensure work updates are consistently maintained and all correspondence promptly handled on the same day received.
Enjoys crafting creative and best-fit solutions for guests, with attitude to deliver.
To coordinate functions of supervising, assigning tasks and monitoring workload of each officer to ensure smooth operations of the reservation’s office.
To raise-the-bar in service delivery in all aspects of reservations sales
eg phone sales, inquiry handling, turn-around response and follow-through; instill professionalism throughout the booking cycle.
To boost room sales by utilizing metrics/KPIs to drive the team to focus on the right tasks
Ensure all reservations are thoroughly reviewed prior to guest’s arrival.
Manage and ensure that staff is provided with the necessary tools to effectively handle their job.
Take charge of special request any problems that may arise within the department on a day-to-day basis.
Responds promptly and reasonably when making decisions, ultimately ensuring successful problem resolution.
Uses selling, cross-selling and up-selling techniques to achieve optimum conversion rates, with emphasis on value-added benefits.
Drives a culture based on delighting reservations’ customers through efficiency and quality in handling of their inquiries, striving for “first contact resolution”.
To constantly review room availability to maximize occupancy and revenues.
To constantly review actual vs forecast to establish pick-up trends, occupancy history and market segment development to assist in the forecasting process.
To be proactive and re-align selling strategies to achieve forecasted goals as and when necessary.
To alert Director of Reservations / Revenue Optimization on any unexpected booking deviations that may adversely impact forecasted demand.

**Requirements**:
Proven experience in a reservations management or related role within the hospitality industry. Previous experience in a 5-star hotel setting is advantageous.
Excellent verbal and written communication skills in the local language and, if applicable, in English. Multilingual abilities are a plus.
Strong leadership abilities to guide and motivate the reservations team effectively.
Keen eye for detail to maintain accurate reservation records and ensure a seamless guest experience.
Proficiency in reservation systems and other relevant hospitality software.