To be responsible of all activities pertaining to operating the Reservations Department. Responsible for competitive intelligence and facilitate strategic competitive practices.

• Drives the achievement of maximum room rate, yield and conversions.
• Demonstrates an in-depth knowledge and understanding of hotel systems to ensure appropriate capture of data for client information, events, forecasts and results.
• Manages Cloud bed systems in order to monitor occupancy, managing overbooking, tracking of promotional offers, denials, rate and inventory control by tracking booking statistics and maintaining pace reports.
• Provides technical and training support to Reservations and Front Office colleagues on up-selling and negotiating techniques.
• Prepare and complete regular and ad-hoc reports and take on special projects when required especially relating to competitor information and market.
• Contributes to the morale and team spirit within the hotel by building and maintaining supportive and effective relationships with managers and associates alike, instilling confidence and demonstrating “chemistry” with key constituents.
• Ensures total quality of guest services and hospitality within his/her departments.
• Provides leadership, motivation and training for managers and associates.
• Is polite and professional in any situation where the image and reputation of the hotel are represented.
• To ensure that the Reservations Team function at 100% adherence to Corporate Standards of Telephone/E-mail etiquettes and with consistent high level of service:
• Directs and co-ordinates subordinate reservation staff to ensure that day to day operational matters are handled on time.
• To ensure that the Reservations Team conform to Corporate Standards set on data input in Cloud bed system.
• Handles all reservation correspondence and inquiries quickly, efficiently and accurately
• Ensures that all reservation details are accurately entered into the computer in a timely manner
• Ensures that contract rates and allotments in the computer are up-to-date and current.
• Monitors the hotel room inventory, maximising the yield.
• Monitors and controls the hotel overbooking status ensuring it remains within the predetermined levels.
• Maximises the room revenue of the hotel by upselling all hotel products and services.
• To ensure all departmental reports are produced accurately and punctually and distributed to the relevant departments.
• Analyse internal sales statistics and provide information to assist in decision-making.
• Prepare budget guidelines and assist for Revenue and occupancy budget.
• Regular benchmarking of the COMPSET.
• Use techniques and models to forecast results, trends and needs.
• Implementation and follow-up of standards related to an accurate data gathering.
• Ensure that no shows and cancelations policies are applied,
• Ensure SOPs are followed, provide performance feedback to the reservations team
• Analyze booking pace and demand forecasts for the upcoming weeks
• Assess guest feedback and adjust strategies if needed, recommendations to optimize OTA descriptions and promotions.
• Detailed past month statistics, Assist sales team to prepare Occupancy and Revenue budget.
• Identify trends and opportunities for revenue growth, adjust revenue strategies for the next month based on data insights together with Revenue Management.
• Training and development of associates.