Reservation Manager - Park Hyatt Phu Quoc - Pre-opening stage

Administration:

• Prepares and updates the Reservations Department Operations Manual.

• Conducts regular team meetings and ensures departmental briefings are effective and held as needed.

• Ensures an organized and efficient filing system is implemented for the department.

• Ensures the use of new technology and equipment is explored and implemented wherever appropriate.

Customer Service:

• 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.

Financial Responsibilities:

• Maximises room sales and revenue through strategic rate management and effective inventory control.

• Optimises associate productivity by implementing multi-skilling, multi-tasking, and flexible scheduling strategies to align with the financial objectives of the business and guest expectations.

• Ensures the Reservations department operates with the lowest possible cost structure while consistently delivering on the brand promise to guests, proactively managing costs based on key performance indicators.

• Contributes to the preparation of the Annual Business Plan, specifically focusing on revenue forecasts and inventory strategies for the Rooms division.

• Leads the departmental contribution to monthly reforecasts, providing accurate and timely data related to future room occupancy and revenue.

• Ensures strict adherence to all relevant hotel, company, and local rules, policies, and regulations, including credit and payment policies, to safeguard financial integrity.

Marketing & Revenue Contribution:

• Actively participates in weekly Yield and Revenue Management meetings, preparing comprehensive data analysis, forecasts, and reports to contribute valuable insights and ensure productive strategy discussions.

• Collaborates with the Sales & Marketing team in the preparation, execution, and ongoing update of the annual Marketing Plan, specifically contributing to strategies that drive reservation volume and optimise room revenue.

• Monitors market trends, competitor pricing, and demand fluctuations to identify new opportunities for attracting leisure and corporate segments and to inform pricing strategies.

• Assists in the development and implementation of promotional offers and packages, ensuring they are accurately loaded into the reservation system and effectively communicated to guests and relevant sales channels.

• Works closely with the Marketing team to ensure consistent and compelling messaging for all room types and offers across various distribution channels (e.g., website, OTAs, GDS).

• Analyses the effectiveness of marketing campaigns on reservation conversion rates and provides feedback for future initiatives.

Operational Responsibilities:

• Oversees the accurate taking and efficient processing of all room reservations in strict accordance with hotel and company guidelines.

• Manages the loading of all new rates into the relevant reservation systems, including thorough testing and successful deployment.

• Collaborates 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.

• Supervises and assists with the meticulous processing of individual and group reservations, rooming lists, waitlists, and other reservation types.

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

• Prepares accurate advance booking counts and comprehensive forecasts to support strategic planning.

• Cultivates strong relationships with all booking sources and collaborates closely with the Marketing Department to maintain and develop these relationships for mutual benefit.

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

• Assists in ensuring that all 'Touches of Hyatt' and the 'Rooms Top 20' initiatives are thoroughly implemented within the Reservations Department.

• Analyses the results of the Consumer Audit and ensures that necessary changes are effectively implemented to drive continuous improvement.

• 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 follows 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.

Personnel Management & Development:

• Assists in the recruitment and selection of all Reservations associates, following hotel guidelines and using a competency-based approach.

• Ensures the punctuality and appearance of all Reservations associates, verifying they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to hotel and departmental grooming standards.

• Conducts annual Performance Development Discussions with Reservations associates, supporting 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 recognizing them for their contributions to the success of the operation.

• Supports the implementation of Hyatt’s Purpose and Values.

• 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.

• Provides feedback on the results of the Colleague Engagement Survey and ensures that the relevant changes are implemented.

Other Duties:

• Attends and contributes to all required training sessions and meetings.

• Maintains up-to-date knowledge of statutory legislation in associate and industrial relations.

• Exercises responsible management and behaviour at all times, positively representing the hotel management team and Hyatt International.

• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners, and other organizations.

• Reads and understands the hotel's Associate Handbook and adheres to the hotel's rules and regulations, particularly the policies and procedures relating to computer resources, fire, hygiene, health, and safety.

• Ensures high standards of personal presentation and grooming.

• Responds to changes in the Sales and Marketing function as dictated by the industry, company and hotel.

• Carries out any other reasonable duties and responsibilities as assigned.