Reservation Manager

To manage the reservations operations as per hotel standards and make sure procedures are fully known and followed.

To be fully aware of brand values and standards, making sure the same applies to the team.

To work closely with the of revenue management in the department management (reservations & revenue management).

To ensure a proper teamwork and supervise the reservation and telephone operator teams at all times.

To ensure the all incoming and outgoing room reservation requests are attended and handled as per the hotel standards and procedures.

To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.

To recognize potential clients and to transmit information to the revenue management and sales department.

To recognize VIP guests and to apply the concerned policies.

To maintain a good commercial relationship with all the bookers: guests/companies/agencies.

To promote ALL loyalty programs and the hotel promotions.

To ensure the privacy of the guests and that the confidentiality of the information is respected.

To act as representative of the management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own.

To manage any guest complaint in a professional manner, by owning it, resolving it to achieve guest satisfaction and recoding it.

To ask of revenue management for advice in serious cases or if an approval is required.

To be fully aware of and to report all guest comments or complaints.

To ensure that telephone etiquette is properly used as per the hotel standards.

To ensure a perfect knowledge of room types, rates structure and tracking segmentation among the reservation team.

To ensure the accuracy of all booking information entered in the PMS.

To ensure the guest history records are accurately maintained and all recurring guest are pre-registered.

Professional Techniques / Production

To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards.

To provide friendly, courteous and professional service at all times.

To maintain good working relationships with your colleagues and all other departments.

To be aware of the hotel’s Employee Handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.

To comply with Qatar legislation as required.

To respond to any changes in the department as dictated by the needs of the hotel.

To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

To attend training and meetings as and when required

Hygiene / Personal safety / Environment

Ensure proper care of all equipment and furniture such as computer, calculators, general office equipment assigned to you and to associates reporting to you

Be well familiar with hotel’s policies and procedures; well acquainted with the physical layout of the Hotel and should acquire a sound knowledge in hotel’s emergency procedures in regard to fire, medical, bomb threats, blackout and evacuation

Wear appropriate business attire (as per Hotel policy) and ensure a proper appearance so as to represent the hotel in the best way

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by Heartists holding this job title. Additional to the above-mentioned requirements a Heartist will at times be expected to perform tasks and duties outside of his/her scope of work as necessitated by work demand.