Key Responsibilities
- Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
- Train, develop, and motivate staff to increase productivity.
- Participate in staff recruitment, organize on-the-job and monthly training for all staff, supervise and manage performance to ensure clients’ satisfaction and adherence to Kempinski service standards.
- Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
- Review PMS Synxis & Duetto availability keeping sufficient inventory for high yield segments.
- Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
- Ensure all internal package breakdowns are loaded and in line with financial department.
- Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
- Control no show and late cancellation charges.
- Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
- Ensure that the team is aware of the internal credit policy.
- Follow up on lost business and bring information about them to the knowledge of the department superiors.
- Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
- Spot-check reservations made the previous day and check all VIP arrivals.
- Prepare reports on a daily, weekly and monthly basis.
- Maintain all reservation standards.
- Keep department informed of all changes in systems or procedures.
- Monitor reservation pick-up for the coming months.
- Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
- Test calls KEA/COYLE results >85%.
- Maintain an internal up-selling programme for the Reservations department (benefits team competition).
- Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
- Select and recruit suitable employees for the department using prescribed set of policies and procedures.
- Conduct annual performance evaluations.
- Perform any other duties as assigned to him/her by management.
Skills, Knowledge and Expertise
- 3 years’ experience in a similar position in a (4/5 star) Hotel.
- Knowledge of Opera PMS is imperative
- Experience with reporting and market performance reports
- Ability to work and communicate in a multinational environment:
- Detail orientated and hands on
- Effective ability to supervise, motivate, train and develop team members
- Demonstrate self-confidence, energy and enthusiasm
- Ability to investigate systems malfunctions or user-input errors
- Ability to analyse data, make meaningful conclusions and base sound decisions and strategies
- Knowledge of industry-specific terminology such as ADR, RevPAR, on-the-books, etc.
