Job Description

Position Summary

Responsible for day-to-day reservation operations and supporting revenue-driven strategies to maximise occupancy and profitability. The candidate will be assessed for promotion to Reservation Manager based on performance and must have proven hotel revenue management experience.

Key Responsibilities

Team performance management

: Ensure guests' queries and requests are addressed promptly and effectively.

Guest relations

: Build and maintain relationships through customer relationship programmes.

Service recovery

: Manage escalated guest concerns and feedback to resolution.

Data analysis

: Analyse guest data and feedback to drive service improvements.

Strategy and operations

: Lead development of departmental strategies and operational plans.

Manpower planning

: Oversee manpower and work allocation to ensure operational efficiency.

Data accuracy

: Conduct quality checks in the property management system to ensure accurate records.

System management

: Manage reservation systems, ensuring correct configuration and full functionality.

No-shows and cancellations

: Analyse patterns and refine procedures to reduce impact.

Compliance and risk

: Operationalise reservation policies, procedures, legal requirements and identify risk responses for system downtime.

Inventory management

: Manage room inventory to maximise occupancy and resolve overbooking issues.

Market and performance analysis

: Analyse booking patterns, market trends and review reservation reports to monitor occupancy performance.

Forecasting and reporting

: Prepare forecasts and statistical reports for management review.

Sales tactics and collaboration

: Monitor team use of effective sales tactics; collaborate with Sales to develop corporate accounts and with Revenue to implement pricing strategies.

Channel management

: Maintain strong relationships with distribution channel partners.

Budget and cost control

: Support budget forecasting and manage departmental costs within budget.

Innovation and best practices

: Drive innovation, productivity improvements and perform market scanning for technologies and best practices.

Communication and development

: Foster open communication, manage training and development, and drive staff performance to meet department goals.

Required Qualifications

Hotel revenue management experience

required. Proven experience in reservations or front office operations. Strong analytical skills and familiarity with property management and reservation systems. Excellent communication, leadership and customer-service skills. * Ability to prepare forecasts and interpret reservation/statistical reports.