Reservation Manager

MAIN DUTIES:

Administration

• Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section.

• Conduct training for all staff

Training and Human Resources

• Be understanding and supportive, encouraging and helpful to all sub-ordinates.

• Have a good working relationship with all colleagues and employees of the Hotel.

• Reports directly to the Director of Sales & Marketing.

• Assist in maintaining a close working relationship with all Departments of the Hotel, especially Sales & Front Office.

Responsibilities & Means

• Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all sub-ordinates.

• Responsible for the daily organization of the section.

• Ensure efficient handling of all reservations.

Technical Responsibilities

• Contribute to overall operational efficiency by performing relevant duties as assigned.

• Use your supervision skills effectively to encourage and motivate staff.

• Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.

• Establish good public relations with all guests.

• Provide guests with the most accurate and up to date information at all times.

• Follow-up “no-show” list and group wash-down daily.

• To prepare timetable planning and schedule days off for all Reservations staff.

• Supervise the confirmation of Hotel Reservations via letter/telex/fax within 24 hours of receipt.

• To check arrival lists, special filling arrangements, meal plan codes follow-up report and update correct input of origin, rates and special arrangement, VIP etc daily.

• To supervise filing of all correspondence daily according to date/month/year.

• Co-ordinate all reservations input.

• To give current update on reservation trends and forecasts for current and future dates.

• Knowledge of detailed procedures in handling room booking.

• To report regularly on happenings of the section in the morning briefing at ….

• Supervise all advance deposit and co-ordinate with the Accounts Dept. as per policies and procedures.

• Supervise provisions for commission.

Commercial Responsibilities

• Provide services and information to guests that are the most accurate and up to date possible, and are delivered to the guest in the most meaningful way.

• Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel.

Replacement and temporary mission

• To be flexible and willing when asked to fill in any areas where needed to help in emergency or difficult circumstances as assigned or required by Management.

• To be ready and responsible to perform any other duties as designated or required by Management from time to time.

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

General Mission

• To assist Management in increasing the Hotel’s profitability.

• To supervise staff within the section.

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy

• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

To be fully conversant with:

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• Sofitel Keys of Luxury and Appearance guidelines

• Sofitel “BE Magnifique” vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

ng interview