To ensure that the Reservations activities are aligned with the respective Corporate Strategy, and that the hotel actions have been implemented where appropriate.
To oversee the preparation and update of individual Departmental Operations Manuals.
To conduct regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
To attend daily Sales briefing and highlight important details.
To ensures that an organized, up-to-date filing systems, both paper and electronic, as maintained for all reservations.
To supervise duty roster, day off and vacation planning to ensure optimal allocation of manpower according to business level and operation needs.
To develop an effective and efficient resource allocation through establishing a flexible work force throughout the Division, based on the principles of multi-skilling and multi-tasking.
To ensure that all in-house rules and regulations are communicated to Reservations employees and implemented.
To ensure that all Reservations employees deliver the brand promise and provide exceptional guest service at all time.
To ensure that all Reservations employees provide excellent service, support and cooperation to internal customers of other departments as appropriate.
To handle guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
To assist and train the Reservations team to handle and resolve internal / external enquiries and issues.
To ensure that repeat customers are recognized for maximizing retention and customer loyalty.
To entertain potential and current customers based on business priorities.
To ensure timely and accurate reporting of financial information related to room reservations.
To assist with the preparation and regular update of the Reservations Departmental Budget in close cooperation with the Front Office Manager, ensuring targets are met and costs are effectively controlled.
To assist in the inventory management and ongoing maintenance of Reservations operating equipment and other assets.
To manage costs proactively based on key performance indicators, works with the respective department heads as appropriate.
To direct, coordinate and execute reservations activities, drive conversion and upselling to maximize room yield for the hotel.
To ensure all Reservations job tasks are completed in a timely manner and work load is fairly distributed.
To act as the direct line of authority over all Reservations employees within the hotel and act as a liaison with all other departments.
To ensure the Reservations Department operates with a sales attitude and all personnel are aware of sales opportunities within the hotel, which will assist the maximization of revenue.
To ensure smooth management and tight control of room inventory in order to maximize revenue, yield and occupancy.
To monitor regularly on the confirmed group rooms inventory and advance FIT bookings to ensure accurate occupancy forecast and better revenue management.
To take active charge of the implementation of DPS (daily pricing strategy) and room selling strategies.
To develop and maintain a high level of communication with all major sources of business, and advises Rooms and Marketing Division of feedback where necessary.
To handle delicate reservations which require special attention.
To adhere to all company credit policies to ensure all revenue expected will be received.
To ensure that information in RESERVE and all distribution channels are consistent and accurate.
To ensure all reservations information in PMS, Reserve and other reservation channels are properly maintained, duplicate guest history records are merged, and discrepancies are identified and addressed.
To evaluate and identify business potential of new bookings and liaise with Sales for business development.