Oversee all accommodation reservation functions across multiple properties to ensure an engaged, happy and motivated team, efficient room booking, optimal room rates, and maximum occupancy.
Ensure a frictionless process and guest experience of the entire pre-arrival stage during the guest journey and includes efficient and effective payment collection of accommodation and any other pre-booked services.
Manage all room inventory to ensure maximum sales and revenue (zero displacement, straight line availability).
Assist with reservations as and when needed.
Lead, mentor, and train the reservations team to ensure consistency in service standards across all properties.
Embrace and practice our values of great care, commitment, and consistency towards the guest, the business, and each other.
Encourage a positive and results-driven environment where emotional safety, equality, and inclusivity is a priority.
Evaluate team performance, provide feedback, and implement necessary training or corrective actions.
Customer ExperienceHandle escalated customer inquiries, complaints, or special requests to ensure a positive guest experience.
Actively conduct competitor analyses and review feedback on reservation processes and implement improvements.
Proactively look for opportunities to ensure seamless and frictionless guest experiences.
Manage and coordinate the guest and client loyalty and appreciation strategy.
Stakeholder CoordinationCollaborate with other department heads to ensure coordinated efforts in guest experience, promotions, and operational efficiency across departments.
Stay updated with the latest trends in hotel reservation systems and processes.
Implement best practices and innovative solutions to enhance the reservations process.
RequirementsA minimum of 1-2 years' experience in hotel reservations or front office, with at least 2 years in a managerial role.
Experience with Opera Property Management system is essential.
Strong leadership and communication skills.
Demonstrated ability to handle high-pressure situations and solve problems effectively.
Customer-centric mindset with a passion for delivering exceptional service.
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