Position Summary:
The Reservations Manager is responsible for managing the reservations processes and operation on the property, by coaching and motivating the team to deliver quality guest service and meet financial targets for the property. He/She also ensures that the reservations/reception team adhere to policies and procedures implemented by the property, while working with the team as to how to promote sales and upselling of all facilities.
Duties and Responsibilities:
Coordinate with sales and reservation team for all room bookings and provide training to all customer service coordinators and assist to resolve all issues.
Assist meeting planner to analyze all room requirements and collaborate with sales and marketing team to ensure compliance to all revenue management guidelines.
Manage all guest issues and ensure response to all queries and monitor flow of dining rooms and recommend ways to increase revenue.
Supervise efficient working of sales associates and provide training to resolve all issues and provide training to employees to maintain all everyday schedule.
Collaborate with maintenance and operations department to resolve all guest issues.
Forecast all project requirements on daily basis and ensure achievement of all hotel reservation objectives.
Manage and ensure resolution of all guest issues and provide training to all new employees for all policies and procedures.
Oversee reservation administration and provide update to reservation systems and process all requests and manage inventory of all processes and recommend ways to maximize revenue.
Collaborate with staff development and provide required feedback and assist to answer all incoming calls and manage all online inquiries.
Responsible for the success of the hotel operation, for ensuring guest satisfaction and product quality standards are met.
Human Resources:
Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified work force.
Maintains a positive, cooperative work environment between staff and management.
Emphasizes employee selection, training and development as a way of doing business.
Ensures all hotel employees know hotel objectives.
Safety and Security:
Knows local health and safety codes and regulations that apply to the hotel.
Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.
Understands and follows policies and procedures for the hotel's key control system and ensures others follow them.
Additional Responsibilities:
Any other duties assigned by General Manager.
Requirements:
Previous experience as a Reservations or Front Office Manager required.
Good understanding of revenue management.
Must have outstanding communication skills - written and spoken.
Leads by example with a guest centric approach and great attention to detail.
Strong leadership and interpersonal skills.
Excellent organizational and time-management abilities.
Excellent problem solving and decision making skills.
Excellent computer skills, MS office and PMS.
Own vehicle and valid driver's license.
Ideal candidate to reside in close proximity to Franschhoek.
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