POSITION OVERVIEW

• Responsible for all reservations over the phone and by email
• Increases and optimises room sales in line with the brand and hotel’s sales policy
• Ensures all group reservations are dealt with in an efficient and pleasant manner
• Multi tasks while under pressure and have a proactive approach
• Responsible for managing and training the Reservations team
• Opera Cloud & Delphi trained

MAIN RESPONSIBILITIES

Duties

• Be in charge of groups and related contracts. Follow up and finalise rooming lists, cover sheets, the breakfast tracker, and block washing
• Balancing hotel inventory between both properties. Driving commercial initiatives to fill both properties through direct and indirect channels
• Overbooking properties where required to help fill as a combo element of Mercure & Ibis
• Assisting in driving additional higher-rated leisure groups and upselling F&B offerings
• Clear understanding of room categories and complexity of properties for cross-selling and revenue generation
• Ensure that Corrections and Allowances are accurate and signed off
• Support Team Members in following their checklist
• Make sure Fastcom commissions are checked and submitted
• Assure FIT and TBR have been properly integrated on the system
• Liaise with conferences and events to accept/decline group room requests
• Enter and track group and conference blocks
• Endure rooming lists and confirmations are received on time
• Manage cancellations, pick-up, and release dates
• Ensure the charges for the released rooms are communicated to the client and processed
• Prepare Group and Conference folders and brief departments as required for large events
• Adhere to all Reservations standards as outlined in respective manuals
• Assist Rooms Division Manager in achieving benchmark Data Quality scores, and maintaining a culture of collecting accurate data
• Take personal responsibility to ensure that all inquiries are addressed
• Monitor forward reservations on a daily basis
• Ensure stop sells on room types, market segments, and/or rate levels are enforced when appropriate
• Maintain an open line of communication with the Rooms Division Manager and Revenue Manager
• Actively promote upselling within the reservations team
• Maintain a positive selling approach to maximize yield in both occupancy and rates
• Ensure the Hotel Guarantee Policy is promoted and adhered to
• Consistently deliver a product and service to meet the quality, standards, and expectations of customers
• Management of VIP bookings
• Active management of group blocks and wash. Ensuring this is managed effectively and communicated to other departments
• Management and end-of-month balancing of complimentary rooms

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive
• Work together with trust so that colleagues and management meet the goals of the department/Hotel
• Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency.

NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.