Cluster Assistant Reservations Manager (Ho Chi Minh Based)

As a Cluster Assistant Reservations Manager, you will be responsible to give efficient services to both InterContinental Phu Quoc Long Beach Resort and Regent Phu Quoc. You are to ensure all programs are aligned between both properties offered to guests and colleagues will be implemented in a proper and timely manner, and be an active part in promoting a positive working environment.
Cluster Assistant Reservations Manager assists Cluster Reservations Manager to conduct vigilant and appropriate yield management and actively contribute towards revenue generation through effective management of the Sales & Marketing department. The Cluster Assistant Reservations Manager is executed satisfactorily by ensuring that Reservations standards are implemented and complied with all relevant data is entered in the systems in a timely and accurate manner, data is reviewed and analyzed on an ongoing basis.
Department number two is fully able to manage all daily tasks and can manage all aspects of reservations (cut-off dates, rooming lists, guest complaints, etc.).

YOUR DAY-TO-DAY

People

• Monitor the daily operations of Reservations.
• Develop your team and improve their performance through coaching and feedback and create performance and development goals for colleagues.
• Drive a great working environment for teams to thrive - linking up departments to create a sense of one team.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Recommend or initiate any HR elated actions where needed.
• In absence of the Manager, conducts shift briefings to ensure hotel activities and operational requirements are known.
• Participate in staff recruitment, organize on-the-job and monthly training for all staff, supervise and manage performance to ensure clients’ satisfaction and adherence to IHG brand standards.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Schedule employees in line with varying business levels to maximize productivity and minimize payroll costs.
• Works with superiors in the preparation and management of the department’s budget.
• Conduct annual performance evaluations.

• Help create the department’s annual budget and the setting of departmental goals.
• Control rooms inventory including allocation and reservations to areas of maximum yieldand blackout dates.
• Review Concerto and PMS availability keeping sufficient inventory for high yield segments.
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
• Ensure all internal package breakdowns are loaded and in line with Finance department.
• Ensure that the team is aware of the internal credit policy.
• Follow up on lost business and bring information about them to the knowledge ofthe department superiors.
• Keep the department informed of all changes in systems or procedures.
• Monitor reservation pick-up for the coming months.
• Manage “no-show” reservations and cancellations by investigation, recording, and following up on penalty charges.
• Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks.
• Manage allotments for Wholesales FIT.
• Prepare reports as requested (eg.
• Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.).
• Monitor upselling targets and encourage the team to yield more revenue.

• Maintain a high level of product and service knowledge about all IHG Hotels inyour region.
• Review and follow up waitlist reservations.
• Maintain knowledge of special rates/ offers/ promotions.
• Monitor OTA/ TA extranets.
• Ensure OXI must be reviewed and balanced at least twice every day.
• Ensure arrivals/ VIP bookings must be checked carefully and well preparedbefore check-in.
• Ensure RIMS configuration/ confirmation, amendment, cancellation, transferconfirmation letters/ pre-arrival and post-stay emails/ e-folio setup in corporatedesign and accurate information.
• Keep close follow up on developments of the competitor hotels (occupancy,renovation, special campaigns, themeevents, etc.).
• Maintain all reservation standards/ IHG brand standards. Internally audit telephone and upselling skills.

• Prepare and execute action plans which increase reservation sales and associated business.
• Be responsible for keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done.
• May also serve as Manager On Duty (MOD) on request.
• Perform any other duties which may be assigned by the management from time to time.