Assistant Reservations Manager

Job Description

• Assist with group bookings, including rate confirmations, rooming lists, and billing arrangements during the Manager absence.
• Review reservations for accuracy in guest details, rates, room types, and payment information.
• Ensure proper documentation of guest preferences, travel agent information, and special requests.
• Assist handling high-profile customers, VVIP, corporate, and luxury agent bookings.
• Handle escalation cases and special requirements with discretion and efficiency.
• Be fully aware at all times of the selling strategy, rates, packages, groups and booking status of the hotel.
• Assist Revenue Management with inventory management, including maintenance of allotments, group blocks, and rate codes in all applicable systems during Manager in their absence.
• Ensure available technology (PMS & RMS) is fully utilized and understood according to property specific business mix and requirements in depth knowledge of local Property Management System is required.
• Maintaining high standards of data quality through regular system maintenance.
• Responsible for driving maximum revenues of preferred Minor Hotels rate/package products by applying relevant selling strategy.
• Understand how Sales offices, the Group Sales department and Front office relate to the Reservation department.
• Monitor daily arrivals by ensuring all guest requests are carried out and communicated to other relevant departments, all realistic expectations are met, and reservations are honored.
• Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies. Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies.
• Take personal responsibility for driving upselling within the property by setting monthly targets per reservation Team Member to achieve target.
• To continuously review technical problems, work & operational procedures to maintain guest and employee satisfaction.
• Ensure Booking Status is constantly up to date no backlog of reservations, reservations without guest names, unattended tentative/guaranteed group blocks.
• Ensure optimal use of all distribution channels, e.g. GDS, Minor Hotels.com, Tour Operators, Small Luxury Hotels, Regional and Corporate Sales Offices.
• Ensure all Team Members are up to date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
• Take personal responsibility for maximizing quality levels of product and service and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
• Liaise with the Accounting Department for up-to-date accounting information related Reservation procedures, reports and operational problems and payments of commission when Manager is in their absence.
• Provide assistance and friendly gestures to local representatives of tour operators and travel agencies.

Additional Information

Relocate to remote area