Reservations Manager
6 months ago
An experienced accommodation Reservations Manager is sought to oversee all accommodation reservation functions across multiple properties to ensure an engaged, happy and motivated team, efficient room booking, optimal room rates, and maximum occupancy. Ensure a frictionless process and guest experience of the entire pre-arrival stage during the guest journey which includes efficient and effective payment collection of accommodation and any other pre-booked services. Manage all room inventory to ensure maximum sales and revenue (zero displacement, straight line availability) and assist with reservations as and when needed.
**Team Leadership**
- Lead, mentor, and train the reservations team to ensure consistency in service standards across all properties.
- Embrace and practice our values of great care, commitment and consistency towards the guest, the business and each other.
- Encourage a positive and results-driven environment where emotional safety, equality and inclusivity is a priority.
- Evaluate team performance, provide feedback, and implement necessary training or corrective actions.
**Customer Experience**
- Handle escalated customer inquiries, complaints, or special requests to ensure a positive guest experience.
- Actively conduct competitor analyses and review feedback on reservation processes and implement improvements.
- Proactively look for opportunities to ensure seamless and frictionless guest experiences.
- Manage and co-ordinate the guest and client loyalty and appreciation strategy.
**Stakeholder Coordination**
- Collaborate with other department heads, to ensure coordinated efforts in guest experience, promotions, and operational efficiency across departments.
- Continuous Improvement
- Stay updated with the latest trends in hotel reservation systems and processes.
- Implement best practices and innovative solutions to enhance the reservation process.
**Requirements**:
- A minimum of 4 years experience in hotel reservations or front office, with at least 2 years in a managerial role within a medium to large establishment
- Experience with Opera Property Management system is essential
- Strong leadership, and communication skills.
- Well developed relationship building skills
- Demonstrated ability to handle high-pressure situations and solve problems effectively.
- Customer-centric mindset with a passion for delivering exceptional service.
**To apply, please forward your updated CV with a profile photo and contactable references.
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