To set an excellent example for the team to follow
Make sure you and the team are aware of all hotel programs, services, accommodations types, promotions, rates, and facilities
Help the reservation team in their role, by offering to them all the technical information and tools required for their role in order to engage and assist guests in an informed and professional manner
Make sure that the reservations team and hotel teams are completely aware about all the high season dates, special offers, closed dates, min. night staysetc
Keep a positive and professional environment within the team
Collaborate with the sales and revenue teams as well as properties where needed
Making sure the team is aware and understands all promotions and specials and that they are booked correctly
Monitor all the different ways of reservations to ensure its up to standard and information filtering though is correct and that there are no glitches in the system
Know all the hotel policies, procedures and payment methods
Instruct the team and properties on how to proceed and follow through with cancellations & no shows
Quality check all bookings before the guests arrival 7 days out
Conduct arrival meetings with each property on a weekly basis
Make sure that we yield on room type and rates to ensure maximum revenue
Handle all overbookings
Responsible for flatlining of availability
Manage the VIP Request and the special request in a professional manner
Complete the required training for you / the reservation team
Have a strong knowledge about the hotels products and services, also train the staff with all the products and services.
Responsible for all reservations over the phone, by fax or internet, e-mail and handles all associated operations
Counters any objections with a suitable and structured sales argument
Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions
Supervise all agents and develop them in order to handle reservation tasks properly
Assist with group/conventions from the initial blockage to the rooming lists and correct invoicing of the client
Adhere to and enforce all company and departmental policies and procedures
Adhere to performance management procedures and HR policies to ensure any issues within the reservations and office teams are addressed effectively and promptly
Resolve customer issues and requests in an efficient and timely manner while following established policies and procedures
Handles individual bookings of valued corporate guests travel agencies
Is actively involved in the local area to keep up-to-date with specific issues
Additional projects
Ensure that all team members obtain the appropriate training and support to best apply their knowledge and skills on the job
Compiles and maintains lists of core and on-call schedules & personnel, and ensures all lists are available to operators for use as required
Prepares and directs scheduling, monitors operators attendance, schedules
shifts & breaks as necessary
Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials, and supplies
Additional support in drawing up statistics and reports
Monitor the accurate input of group Reservations into system
Input group Reservations within specified time periods
Set-up team member check-ins
Monitor phone-calls and assist associates as needed
Handle all reservations queries from Team Members/Colleagues/Guests & Travel Partners
Review reservations / cancellations daily
Group & Events reservations
Management of an effective and productive team
Training and induction of new team members
Goal setting, performance management and motivation of team

SKILLS AND ATTRIBUTES

Quality focussed
A positive and professional attitude
Previous Hospitality experience is required
Exceptional time management, communication skills, and customer service
Opera experience is essential
Meticulous attention to detail, proven administration and exceptional organisational skills
Adaptability and flexibility
Feel comfortable working in a fast-paced environment requiring multitasking and problem solving
Have excellent communication skills to communicate with the customers, colleagues and team members.
Leadership to know how to manage the reservation team.
Organization skills

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