Assistant Reservations Manager

Description

This role is crucial for optimizing revenue and enhancing the guest experience. The Reservation & Revenue Management Agent will be responsible for handling guest inquiries, managing reservations, and implementing revenue management strategies to maximize occupancy and profitability.

Responsibilities and Duties

* Respond promptly and professionally to guest inquiries via phone and email. * Provide exceptional customer service by offering appropriate room types, pricing, and inclusions. * Effectively address guest concerns and resolve issues to ensure a positive guest experience. * Thoroughly review all reservations prior to guest arrival to ensure accuracy and identify any potential issues. * Manage group reservations, including cut-off dates, rooming lists, and pick-up procedures. * Monitor daily reservations, cancellations, and arrival reports to identify trends and make necessary adjustments. * Utilize hotel management systems (e.g., Opera Cloud PMS, Synxis CRS) to manage rates, availability, and inventory. * Implement strategies to maximize room rates, occupancy, and revenue yield. * Monitor the reservation process to ensure accurate room type, market codes, source codes, and rate codes are applied. * Communicate current rates, packages, and promotions effectively to the front office team. * Manage room block allotments, ensuring timely release and accurate record-keeping. * Address "no-show" reservations and ensure accurate charging procedures are followed. * Track sales and promotional activities, providing valuable feedback to the Sales & Marketing departments. * Advocate for a revenue management-focused culture across all hotel departments. * Monitor call quality and manage forecast, pick-up, and actual revenue data. * Guide and support team members in executing operational tasks related to reservations and revenue management. * Process deposits, post charges accurately, and ensure proper billing instructions are noted in the hotel system. * Ensure accurate and timely payment processing to company accounts. * Accurately allocate package elements to guest reservations. * Ensure accurate and timely communication of payment, guarantee, cancellation, and no-show policies to guests. * Verify and submit accurate commissions payable to finance.

Qualifications and Requirements

* High School Diploma or equivalent. * Strong verbal and written communication skills with the ability to effectively interact with guests, colleagues, and external vendors. * A strong customer-centric approach with a focus on providing exceptional guest service and exceeding expectations. * Excellent organizational and time management skills with the ability to multitask, prioritize tasks, and meet deadlines. * Proficiency in using computer systems, including Microsoft Office Suite (Word, Excel), and hotel property management systems (PMS). * Ability to analyze data, identify trends, and resolve guest issues effectively. * Meticulous attention to detail and accuracy in all tasks, including data entry and record-keeping. * Strong work ethic with the ability to work independently and as part of a team. * Flexibility to work a variety of shifts, including evenings, weekends, and holidays.

Working Condition

Salary

Basic Salary 3400