Reservations Manager Durbanville
2 weeks ago
LOCATION:
DURBANVILLE
Objective
Under the direction of the Strategic Manager(s), and within the limits of our clients policies and procedures, to receive and accurately manage the Reservations Department.
Ensures the smooth and efficient operations in the Reservations department through prompt, effective and proper service to achieve maximum exposure to meet or exceed the clients objectives.
Supervising General Job Performance of each Reservation consultant within the department, implementing of policies and procedures under guidance of the Strategic Manager (s), training, responsible and perform any other duties that might be requested by Management.
Main ResponsibilitiesOverseeing the day to day running of the Reservations Department in line with the Proactive Reservations procedures and polices
Manage the team effectively by:
Problem Solving
Coaching and leading the team to take accountability for their work
Guiding the team to know all properties and each PMS system encouraging collaboration within the department
Creating a Positive working environments with the Proactive Philosophy at the forefront
Encourage employees to embrace failures and mistakes and utilise them as a learning opportunity individually and as a team
Encourage individual accountability
Administration
To ensure all team members have completed their daily, weekly & monthly tasks as per the Proactive standard and accordance with specific client requirements
Ensuring all Client Reservation Folders are up-to-date and in line with the Company Standard
Compiling and communicating the monthly Rota to the team ensuring the Office is covered from Monday to Sunday and it is in line with the Company working directory
Ensure reservation team members are answering the Telephone as per the Company standard
Monitor and document both successes and errors within the reservations department
Adjust proactive training processes in accordance with successes and errors that are relevant and could reoccur
Reviewing of property policies and procedures on a quarterly basis and make recommendations if changes are required
Rates and Reports
Daily review of overview of client reservation booked
To be fully converse with all rates and offers for each property and ensuring that reservations staff are up to date
Ensuring STO lists and rate sheets for all properties are kept up to date for all properties and that these are linked to update to date database of who qualifies for each rate
Weekly review of arrival reports for analytical purposes
Weekly review of occupancy forecast analytical purposes
Responsible for various reports as agreed with Strategic Manager
Identify Top Producing Accounts on each client to ensure proper recognition by Reservation staff.
Sales & Revenue
Ensuring all teams members are completing their daily, weekly & monthly financial reports are correct and up to date
To have an overview of each property ensuring all accounts are up to date and communicating any issues to the relevant person
To ensure all commission invoices are correct and tracked accurately to avoid excess commission payments
To prepare the weekly accommodation figures for each property and communicate with all relevant parties
Understand the clients budget & targets and ensuring the team are delivering as per the Company USPs
The department is trained on each property deposit & cancellation terms
The team are correctly logging No shows and cancellations per the property standard.
Analysis each property individually and identify & communicate any potential Sales needs to increase revenue to the Strategic Manager(s)
To be fully converse with all PMS used within the Company
Identify & report any potential risk factors that may impact revenue
Research & Personal Development
Keeping abreast with tourism, consumer, marketing trends
Research new and updated PMS to enhance productively for clients
Attending courses and seminars related to hospitality and tourism marketing to incorporate new ideas within our strategies
Miscellaneous
Creating a positive relationship with colleagues: They are part of the internal approach NOT to work in silos but one company bringing the departments as one. Therefore, their interaction with Management and Employees are an example and needs to be a positive influence.
Travelling required
Valid Passport always required
Maintain a professional and positive attitude in all dealings with clients either on the phone or in person.
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