RESERVATION MANAGER

Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.

Ensures that an organised and efficient filing system is implemented for the department.

Ensures that all Reservations associates deliver the brand promise and provide exceptional guest service at all times.

Ensures that Reservations associates also provide excellent service to internal customers as appropriate.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maximises rooms sales and revenue.

Maximises associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the

Ensures that the Reservations operates with the lowest possible cost structure while also delivering on the brand promise to the guest proactively managing costs based on key performance indicators.

Assists in the preparation of the Annual Business Plan, monthly reforecast, as appropriate.

Ensures that all relevant hotel, company and local rules, policies and regulations are adhered to, including credit and payment policies.

Actively participates in weekly yield and revenue management meetings, preparing the information and reports as necessary to ensure a productive meeting.

Assists in the preparation, utilisation and update of an annual Marketing Plan, broken down as necessary by department.

Oversees the taking and processing of all rooms reservations according to hotel and company guidelines.

Administers the loading of all new rates into the relevant reservation systems, including testing and deployment.

Works with other Rooms Departments, checking room and room-type availability, to maximise rooms sales, yield and average room rate through upselling and other inventory and rate management initiatives.

Oversees and assists with the processing of individual and group reservations, rooming lists, waitlists and other reservations.

Ensures the proper handling of all overbooking situations and waitlisted business, working closely with the relevant departments.

Prepares accurate advance booking counts and forecasts.

Builds strong relationships with all sources of bookings and works closely with the Marketing Department in maintaining and developing these relationships.

Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

Assists in making sure that all Touches of Hyatt and the Rooms Top 20 are implemented into the Reservations Department.

Responds to the results of the Consumer Audit and ensure that the relevant changes are implemented.

Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

Ensures that Reservations associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

Monitors and follow up on group blocks and groups with no room lists.

Ensures that all guest details are entered correctly in accordance with the principles of clean data.

Assists in the recruitment and selection of all Reservations associates, following hotel guidelines when recruiting and use a competency-based approach to selecting associates.

Ensures the punctuality and appearance of all Reservations associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

Conducts regular check in conversations and annual Performance Development Discussions with employees and to support them in their professional development goals.

Plans and implements effective training programmes for all Reservations associates in coordination with the Learning Manager and Departmental Trainers, using the Reservations Sales Training module and other training materials.

Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.

Develops the skills and effectiveness of all Reservations associates through the appropriate training, coaching, and/or mentoring.

Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.

Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

Supports the implementing, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

Ensures that associates have a complete understanding of and adhere to associate rules and regulations.

Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

Feedbacks the results of the Colleague Experience Survey and ensures that the relevant changes are implemented.