Job Description

Title:

Assistant Manager Reservations

Department:

Sales & Marketing

Reports To:

ADOS / Director of Rooms

Effective Name:

Purpose:

To maximize hotel revenue and occupancy by developing and implementing revenue management strategies and managing the Reservations Department.

CONSTITUENTS

\xc2\xa7 Guests

\xc2\xa7 Revenue management team

\xc2\xa7 Hotel owners

\xc2\xa7 Reservation team

INDICATORS OF SUCCESS

\xc2\xa7 Financial (GOP, RevPAR, RGI and Department Budget).

\xc2\xa7 Up selling revenue.

\xc2\xa7 Customer Satisfaction and loyalty goals (Complaints per Thousand, Comment Cards, annual quality review).

\xc2\xa7 WRS Contribution to revenue.

\xc2\xa7 Achievement of employee engagement survey and retention goals for department.

AREAS OF RESPONSIBILITY

Work closely with the Revenue Manager, Front Office Manager, the Sales & Marketing Manager in maximising rate and occupancy for all periods.

Participates in the development of business strategies for reservations which are aligned with the overall objectives of the hotel:

\xc2\xa7 Develops and implements process and guidelines for managing the hotel\xe2\x80\x99s inventory.

\xc2\xa7 Monitors status regularly and adjusts strategies where appropriate.

\xc2\xa7 Develops and implements strategies for Reservations that support achievement of the hotel\xe2\x80\x99s goals.

Maximises room revenue by utilising yield management techniques and managing the operation of the Reservations Department:

\xc2\xa7 Ensures the department operates with a sales attitude and all employees are aware of Sales opportunities within the hotel which will assist with the maximization of revenue.

\xc2\xa7 Develops and implements process and guidelines for managing the hotels inventory.

\xc2\xa7 Ensures that all VIP requests are handled appropriately.

\xc2\xa7 Controls room availability to reservation agents and Worldwide Reservation Services.

\xc2\xa7 Increases average rate by training employees in appropriate sales techniques on a regular basis.

\xc2\xa7 Schedules employees in accordance with forecasted business.

\xc2\xa7 Provides reports analysing rates, occupancy, etc. to management team.

\xc2\xa7 Update regularly reservation selling scripts to ensure user friendly and maximizing key benefits

\xc2\xa7 Communicates all hotel information to the Brand World Wide Reservations Centre (WRC).

\xc2\xa7 Conducts daily (or as required) updates of the CHW Database Management System.

\xc2\xa7 Communicates package plans and promotion summaries.

\xc2\xa7 Communicates with the Accounts Department to ensure credit has been established by companies wishing to charge back costs to their company.

Develops and implements strategies and practices which support employee engagement:

\xc2\xa7 Ensures the well being of all reservation department employees.

\xc2\xa7 Recruits and selects qualified candidates.

\xc2\xa7 Provides employees with the orientation and training needed to understand the expectations and perform job responsibilities.

\xc2\xa7 Communicate performance expectations and provides employees with on-going feedback.

\xc2\xa7 Provides employees with coaching and counselling as needed to achieve performance objectives and reach the fullest potential.

\xc2\xa7 Trains employees in revenue management and sales techniques on a regular basis.

Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

\xc2\xa7 Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

\xc2\xa7 Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

\xc2\xa7 Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

\xc2\xa7 Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

\xc2\xa7 Performs other duties required to provide the service brand behavior and genuine hospitality

Adheres to hotel policies and procedures

\xc2\xa7 Attends work on time and as scheduled

\xc2\xa7 Follows hotel grooming, hygiene and dress standards

\xc2\xa7 Minimise safety hazards by following all safety rules and procedures

\xc2\xa7 Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance

\xc2\xa7 Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

\xc2\xa7 Maintains a favourable working relationship with all other company employees to foster and promote co-operative and harmonious working climate

\xc2\xa7 At all time projects a favourable image of the hotel to the public

REQUIREMENTS

\xc2\xa7 Minimum one - three years hotel reservation experience

\xc2\xa7 Local market knowledge of hotel industry preferred

\xc2\xa7 High school diploma required, bachelor\xe2\x80\x99s degree preferred

\xc2\xa7 Collaborate effectively with other hotel employees and managers to ensure teamwork

\xc2\xa7 Experience working with a reservation system

\xc2\xa7 Proficient computer skills including Microsoft Office suite

\xc2\xa7 Strong verbal and written communication skills

\xc2\xa7 Strong mathematical skills

\xc2\xa7 Strong analytical skills

Radisson