Astral Recruitment
Reservations Manager (1)
Job Description:
Overview of duties
Responsible for all reservations over the phone, by fax, internet or e-mail and handles all associated operations
Increases and optimises room sales in line with the brand and hotel's sales policy
In this role you ensure guests receive a warm welcome and assistance as requested in line with MGallery standards:
Main Responsibilities
Professional techniques / Production
Follows up the administration of reservations thoroughly, ensuring smooth check-in operations for the front desk team.
Sees every enquiry as a sales opportunity.
Presents the brand and/or Group's loyalty programme to customers; adapts the sales pitch to each customer,
Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior,
Handles reservations by applying the various step-by-step processes defined by the brand,
Enters reservation details precisely and correctly,
Ensures that information is passed on to the people concerned,
Confirms the reservation; takes care over written communications ,
Signature Programme Driver,
The management of group reservations, late cancellations / no shows blocks
Maximises every sales opportunity to reach & exceed departmental budgets and targets.
Management/ Human Resources
Communicates and cooperates with the other hotel departments,
Helps optimise occupancy and average room rates,
Respects and applies the hotel and brand's pricing policies,
Implements the Revenue Management policy,
Mange Itineraries training,
Develops employees' motivation and team spirit by creating a good working atmosphere,
Is involved in recruitment,
Integrates and trains employees, providing support for skills development,
Ensures that employees are well presented (uniforms, personal hygiene etc),
Helps employees improve their skills and provides support
Perform Appraisals,
Rota,
Corrections,
Oversee Receptions Rooms operations
Commercial / Sales
Provides answers that are adapted to customers' needs, taking the accommodation possibilities into account,
Rapidly identifies the new customer and modifies the sales pitch accordingly
Informs customers about the services on offer at the hotel and encourages use
Is familiar with the local area around the hotel, including the competition
Contributes to synergy within the marketplace by promoting the inter-hotel coordination policy
Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
Ensures the brand and/or Group's loyalty programme is promoted to guests
Motivates and drives the team to attain the department's quantities targets
Hygiene / Personal safety / Environment
Ensures that the workplace remains clean and tidy,
Knows and ensures application of the hotel's security regulations (in case of fire etc),
Ensures the safety of people and property in the hotel ,
Respects the hotel's commitments to the 'Environment Charter' (saving energy, recycling, sorting waste etc),
Profile
Education / Professional experience
Vocational diploma or degree in hospitality - food & beverage and/or anyone eager to work in the sector regardless of their educational background, pending validation of their skills,
Computer literate (Windows environment) Opera, TarsWeb,
Fluent in English,
Skills / Qualities
Positive,
Guest oriented and service minded,
Sales acumen,
Good listening and communication skills,
Self confidence,
Excellent presentation,
Ability to work under pressure,
Responsiveness,
A natural team leader,
Special Notice
During the course of duty you will have access to certain information which demands the utmost
Confidentiality, discretion must be exercised at all times.
Due to the nature of the industry, flexibility in working hours is essential.