Hotel Reservation Manager

The Reservations Manager will be responsible for the strategic initiatives of the Reservations Department tied to business expansion, growth, and the necessary cultural evolution to support both. The function should be supportive, proactive, analytical and entrepreneurial; creating memorable moments for our guests and fostering an empowered environment for the team whilst working closely with all key business partners in order to achieve quality results. The job incumbent acts as an ambassador for the brand, reflecting the company culture and values. All work is carried out in accordance with company corporate policies, procedures and service concepts according to local requirements and regulations.

**C. Key roles and responsibilities**: List up to 5 - 8 key roles and responsibilities of this job. Additionally, please indicate the percentage of time spent on a monthly basis for each role/responsibility.

**Roles/Responsibilities**

1.

Ensure the smooth running of the reservations department, where all aspects of the guest journey and experience are delivered to the highest level, ensuring both property and company standards are attained and adhered to.

2.

Working proactively to maximize guest satisfaction and comfort, delivering a positive and responsive approach to enquiries and problem resolution.

3.

Develops and implements strategies where key reservations metrics are identified, communicated and delivered where reports and tracking tools are effectively maintained in line with defined initiatives & targets.

4.

Effectively manages the life cycle of the team within the department, fostering a culture of growth, development and performance whilst reflecting promoting the company culture and values.

5.

Prepares and is responsible for the departmental budget, ensuring that costs and departmental inventory is controlled and that target productivity and performance levels are attained

6.

Build and maintain effective working relationships with all key stakeholders and partners both internal and external ensuring all communications/activities are controlled and undertaken in a timely manner.

7.

Review and scrutinize the performance of the business, providing recommendations that will drive financial performance, including working with internal and external partners on adhoc projects.

8.

Ensures adherence to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required

**Competencies & skills requirements**
- Proven experience in a reservations position, ideally within a hotel environment
- Ability to adapt to changing service environments
- Good leadership skills with a hands-on approach and lead-by-example work style
- Commitment to exceptional guest service with a passion for the hospitality industry
- Ability to find creative solutions, offering advice and recommendations
- Personal integrity, with the ability to work in an environment that demands excellence
- Strong communication and listening skills
- Ability to work collaboratively across functions and cultures
- Skilled with Microsoft Office software, especially in Excel
- An open, positive and communicative personality
- Ability to handle multiple challenging priorities and assignments

**Job requirements and qualifications**: Indicate the minimum education and experience for this job, any certifications required

**Minimum education**:National academic qualifications
**Minimum experience: 3+ years of relevant experience in Reservations
**Language skills: Very good command of written and spoken English