Reservations Manager

2 weeks ago

Johannesburg, South Africa HotelJobs.co.za Full time

Kendrick Recruitment is looking for a Reservations Manager to join a collection of 5* Luxury Hotels based in Johannesburg.

The Reservations Manager is responsible for overseeing and providing training to the reservations team. They are to manage all reservations functions including SOPs for all properties. They are to maintain and grow relationships with sales and the collection’s preferred partners and they are required to make daily revenue decisions relevant to the reservations department.

KEY FOCUS AREAS

Management of the Reservations Team
- Ensure Reservations team adhere to MFC standards, in terms of turnaround times and quality of responses:

- Maximum 4-hour turnaround time where possible if not able to respond, enquiry must be acknowledged, and a timeline presented for a response.
- Accurate responses to be given, in a professional manner where there is no availability, alternative dates, properties, or waitlist options must be given.
- Managing any disciplinary issues that arise

Provide Regular Training for the Reservations Team
- Properties.
- STO contracts.
- Rates.
- Product updates.
- Site inspections.
- Bi-Yearly Reservations Survey
- Reservation Skills.
- System Updates.

Management of Reservations Functions
- Auto-release procedure for Provisional Bookings.
- Deposits and Cancellations.
- Managing the Debtors accounts and working closely with the MFC Finance department
- Implementing the One MFC account
- Ensuring respective properties are not overbooked, and room allocations are done correctly.
- Monthly Reservation Reports reservation activity, trends, happenings in the department.
- Maintenance of the Properties Yearly and adhoc
- Adhoc Reporting for Revenue and Sales
- Ensure your accessibility during working hours as well as an after hours / weekend contact, should the MFC Emergency Phone Designate be unavailable / unable to assist with Reservations Issues.
- Handling emergencies over weekends in conjunction with the MFC Emergency Phone Designate.

Systems
- Working together with the Systems Manager to implement and oversee the successful changeover to Opera Cloud.
- Responsible for Reservations SOP for all the properties.

Tour Operator Relationships / Maintaining & Growing Relationships with MFC Preferred Partners
- Establish and maintain strong relationships with Reservations/Product Managers at key MFC Accounts.
- Resolution of guest/agent complaints with respect to bookings/booking procedures/reservations team.
- Identifying preferred partners and keeping contact
- Quarterly sales calls with specific preferred Agents

Sales Relationships
- Establish strong working relationship with MFC Sales.
- Mutual co-operation in resolution of issues arising from booking errors etc.
- Attendance of Sales Connect Meetings, providing updates & weekly trends in Reservations.

Daily Revenue Decisions
- Reservations
- STO contract updating/amending wording.
- Rate parity
- Checking availability, provisional releases, overbookings
- Bednight and staff travel approvals.

Group Series
- Acquisition of new Group Series where required (in conjunction with Sales and the Revenue Analyst)
- Working with the Groups Reservations Consultant to manage group series.

Groups & Incentives
- Acquiring and confirming Ad Hoc Groups at the properties
- Monitoring volume of group quotes, inventory held, release periods, and agreed conditions for the group (including payment)

REQUIREMENTS QUALIFICATIONS AND SKILLS
- Grade 12 (essential).
- Hospitality degree or diploma (advantageous).
- Proven experience in a similar position 3-5 years (essential).
- Sound knowledge of Reservations Management and Reservations Functions.
- Proven track record of meeting and exceeding targets.
- Knowledge of Revenue Management.
- Excellent attention to detail.
- Guest focus philosophy, living the brand and driving the groups experience.
- Excellent communication skills (written and verbal), practicing honest communication.
- Team player with positive attitude, enthusiasm, and emotional control.
- Excellent time management and self-discipline, interpersonal & solution seeking skills.
- Proactive, use initiative and creative flair when required.
- Committed and loyal, adaptable, and flexible.
- Must work accurately under pressure.
- People skills tolerance, patience, and care, ability to receive constructive feedback openly.

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