A Reservations Manager oversees the Reservations Team and how it performs routine procedures in order to maximise revenue and Guest satisfaction.
What will I be doing?
As Reservations Manager, you oversees the Reservations Team and how it performs routine procedures in order to maximise revenue and Guest satisfaction.
The Reservations Manager will work with the Reservations Team to develop future and repeat business opportunities. Specifically, you will be responsible for performing the following tasks to the highest standards :
Assist in the day-to-day operations of the Reservations Department
Manage telephone, fax and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximise revenue
Produce quotations and written confirmation to all clients
Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
Ensure Team Members are developed effectively, maintain a thorough understanding of hotel facilities and processes, and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
Ensure bookings are guaranteed and no show charges / late cancellation charges are applied where appropriate; and Reservations policies and procedures are followed to ensure Guest satisfaction
Monitor the appearance, standards and performance of the Reservations Team with an emphasis on training and teamwork
Assist in the recruiting, managing, training and developing of the Reservation team
What are we looking for?
A Reservations Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members.
To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow :
Good organisational and administration skills
Positive attitude and good communication skills
Commitment to delivering a high level of customer service
Confident telephone manner
High level of IT skills
Excellent grooming standards
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions :
Knowledge of the hotel property management systems
Previous experience in the Reservations / Sales function within the hotel / leisure sector
Relevant degree or other qualification in a business discipline