Position Summary

Responsible for day-to-day reservation operations and supporting revenue-driven strategies to maximise occupancy and profitability. The candidate will be assessed for promotion to Reservation Manager based on performance and must have proven hotel revenue management experience.

Key Responsibilities

• Team performance management: Ensure guests' queries and requests are addressed promptly and effectively.
• Guest relations: Build and maintain relationships through customer relationship programmes.
• Service recovery: Manage escalated guest concerns and feedback to resolution.
• Data analysis: Analyse guest data and feedback to drive service improvements.
• Strategy and operations: Lead development of departmental strategies and operational plans.
• Manpower planning: Oversee manpower and work allocation to ensure operational efficiency.
• Data accuracy: Conduct quality checks in the property management system to ensure accurate records.
• System management: Manage reservation systems, ensuring correct configuration and full functionality.
• No-shows and cancellations: Analyse patterns and refine procedures to reduce impact.
• Compliance and risk: Operationalise reservation policies, procedures, legal requirements and identify risk responses for system downtime.
• Inventory management: Manage room inventory to maximise occupancy and resolve overbooking issues.
• Market and performance analysis: Analyse booking patterns, market trends and review reservation reports to monitor occupancy performance.
• Forecasting and reporting: Prepare forecasts and statistical reports for management review.
• Sales tactics and collaboration: Monitor team use of effective sales tactics; collaborate with Sales to develop corporate accounts and with Revenue to implement pricing strategies.
• Channel management: Maintain strong relationships with distribution channel partners.
• Budget and cost control: Support budget forecasting and manage departmental costs within budget.
• Innovation and best practices: Drive innovation, productivity improvements and perform market scanning for technologies and best practices.
• Communication and development: Foster open communication, manage training and development, and drive staff performance to meet department goals.

Required Qualifications

• Hotel revenue management experience required.
• Proven experience in reservations or front office operations.
• Strong analytical skills and familiarity with property management and reservation systems.
• Excellent communication, leadership and customer-service skills.
• Ability to prepare forecasts and interpret reservation/statistical reports.