Reservation Manager, under the direction of the Director of Revenue and Reservations, will supervise the reservations department for smooth functioning and to maximize hotel revenue and guest satisfaction.
All work will be in line with the hotel’s business plan and in accordance with Wyndham corporate policies and procedures, as well as local requirements and regulations.
Records reservation information accurately
Identifies and records group and transient business codes
Informs other departments of VIP arrivals
Identifies commissionable reservations and secures required information
Records and processes deposit information
Identifies and records special billing instructions; approves credit after consultation with the credit controller
Files all reservations in a systematic order for easy referral
Records requests for special accommodation and suites
Uses and ensures up-selling techniques are followed by reservation agents
Handles all special requests appropriately
Pre-blocks all special requests or VIP accommodations accurately
Keeps all departments informed of the new group bookings
Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to the guests
Check next day arrivals and send the correspondence to Front Office
Follow up any visa applications as per procedures
Assists team members to perform similar or related jobs
Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
Accepts flexible work schedule necessary for uninterrupted service to hotel guests
Maintains own working area, keeps materials clean, tidy and in good shape
Continuously seeks to endeavor and improve knowledge of own job function
Updates information of hotel facilities and nearby sights of interest and importance (hospitals, stations, tourist sites)
Maintain standards of operation and departmental procedures
Accept methods of payment by the hotel and hotel’s credit policy
Ensure correct guarantee status in the system for all arrivals
Update company and travel agent profiles in OPERA
Communicates effectively with guests, team members, and supervisors.
LAWS, REGULATIONS & POLICIES
Ensure compliance with business operations laws
Ensure compliance with hospitality operations laws
Supervise closely all applicable rules of safety in the workplace as well as all statutory laws of the country and local municipality laws.
HEALTH & SAFETY
Ensures that all potential and real hazards are reduced immediately
Fully understands the hotel’s fire, emergency and bomb procedures
Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees
Ensures that own staff works in a safe manner that does not harm or injure self or others
Stimulates and encourages a general awareness of health and safety in tasks and activities
Ensures the safety of the people and property within the premises by applying hotel regulations, adhering to existing laws and regulations
SKILLS & COMPETENCIES
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess computer skills
Extensive knowledge of the reservations sales process.
Presents ideas and strategies in a confident and professional manner.
Ability to multi-task & work under pressure with limited resources
Strong writing skills with excellent spelling & grammar
EXPERIENCE, CERTIFICATE & EDUCATION
Bachelor’s Degree preferred.
Minimum of three years of Revenue Management or related discipline experience required.
Ideally 2 / 3 years’ experience working as Reservation Manager
Experience working in GCC region is a plus