Assistant Reservation Manager

Description

This key role is responsible for overseeing the day-to-day operations of the Reservations Department, ensuring smooth and efficient service delivery while maximizing revenue and guest satisfaction. The Assistant Reservations Manager will lead and motivate a team of reservation agents, ensuring adherence to company policies and procedures.

Responsibilities and Duties

* Oversee all aspects of department operations, focusing on continuous improvement and achieving set business goals and key performance indicators (KPIs) for both the department and individual team members. * Lead and motivate the reservations team in a multi-cultural environment, fostering a positive and cohesive work atmosphere. * Handle incoming reservation requests, follow-ups, and reporting, ensuring all administrative requirements are completed accurately and efficiently. * Monitor reservation agent calls to ensure adherence to sales techniques and provision of high-quality customer service. * Develop and maintain strong relationships with business associates and internal customers. * Effectively resolve customer complaints and problems, acting as a liaison between the company and its customers to ensure high levels of customer satisfaction. * Handle and manage the reservations process across various communication platforms. * Maximize room sales through proactive selling and suggestive selling techniques. * Ensure accurate and timely recording of all daily transactions in the computer system. * Maintain accurate and up-to-date reservation records. * Train new team members and assist in their professional development.

Qualifications and Requirements

* Diploma in Tourism/Hospitality Management, Travel, or a related field. * Minimum of 3 years of supervisory experience in a reservations or front office role within the hospitality sector. * Good working knowledge of Property Management Systems (PMS) such as Opera is advantageous. * Proficiency in Microsoft Office Suite, particularly Word and Excel. * Excellent communication and interpersonal skills, both verbal and written. * Strong negotiation and persuasion skills. * Excellent customer service orientation with a focus on guest satisfaction. * Team player with a positive and proactive work attitude. * Excellent telephone etiquette and communication skills. * Highly organized and meticulous with the ability to multitask effectively in a fast-paced environment.

Working Condition

Salary

Basic Salary 3000