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Reservations Manager

2 weeks ago

Ras alKhaimah, United Arab Emirates MINOR Hotels Full time

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

- Ensure effective operation of the Reservations department in meeting the business goals of the hotel.
- Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance. Continue to capture best current practice in new LSOPs.
- Training of Reservation Department in all aspects or reservations operations to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and satisfaction of guests and employees.
- Responsible for developing, organizing, and implementing of Reservations orientation and ongoing training.
- Be fully aware at all times of the selling strategy, rates, packages, groups and booking status of the hotel.
- Assist Revenue Management with inventory management, including maintenance of allotments, group blocks, and rate codes in all applicable systems.
- Ensure available technology (PMS & RMS) is fully utilized and understood according to property specific business mix and requirements; in depth knowledge of local Property Management System is required.
- Maintaining high standards of data quality through regular system maintenance.
- Prepare weekly a 3 months rooms revenue forecast by market segment/day; on request also 6 and 12 months rooms forecast by market segment.
- Understand how Sales offices, Group Sales Department and Front office relate to the Reservation Department.
- Monitor daily arrivals by ensuring all guest requests are carried out and communicated to other relevant departments, all realistic expectations are met, and reservations are honored.
- Build and upkeep close working relationship with Groups Sales Department. Ensure booking status reflects the correct Groups status. Regular follow up on pending/tentative/definite Groups.
- Take personal responsibility for driving Upselling within the property by setting monthly targets per reservation associate in order to achieve target.
- To continuously review technical problems, work & operational procedures to maintain guest and employee satisfaction.
- Ensure Booking Status is constantly up to date; no back log of reservations, reservations without guest names, unattended tentative/guaranteed group blocks.
- Responsible for the administration of the Assistant Reservation Manager, Reservation Supervisor, Reservation Sales Agents.
- Ensure all associates are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
- Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
- Maintain a motivational working environment within the department, and with other colleagues in the hotel.
- Submit requested reports and information to regional/corporate office in a timely manner.
- Provide all associates with appropriate coaching and counseling, support and guidance.
- Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In depth understanding of local seasonality and booking patterns.
- Proactively promote other sister properties of Minor International.
- Liaise with the Accounting Department for accounting an up to date information related Reservation procedures, reports and operational problems and payments of commission.
- Perform all management administration with regard to staffing: Rostering, time and leave management etc.
- Provide assistance and friendly gesture to local representatives of tour operators and travel agencies.

**Qualifications**:

- Degree in hotel management.
- Minimum of two years’ experience in Cluster or hotel reservation and rooms division.
- Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.
- Understand the dynamics of regional & local market, local competitors and events of the destination.