Cluster Reservations Manager

The Position

Key Roles & Responsibilities

• Ensure all reservation enquires are professionally, and promptly handled and that there is no loss of business
• Conduct training to existing and new agents in the team to maintain and improve reservation selling skills
• Handle and resolve Guest issues in a positive manner so as to protect company revenue and result in Guest satisfaction
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, minimizing loss of calls, and ensuring a high level of conversion into bookings
• Track calls using standard call conversion sheets and report results daily, weekly and monthly
• Set and amend selling strategies across all channels, and segments as directed by the direct report as applicable per property level
• Run reports as required by Hotel and company standards; assist the Director of Revenue Management or other direct report, to maintain, make change in the Reservation/Property Management/Revenue Management system (if applicable) at property level as required
• Maintain administration procedures, as per company and Hotel standards; this includes all reservations and requests are confirmed with in 24 hours, no show charges are validated and sent to Finance for posting, filing system is maintained, and new ones set up; fax machine is checked and correspondence is placed in the applicable place(s)
• Conduct annual reviews, recommend appropriate succession plan for Employee(s) development in order to ensure the sustainability of the reservation department; provide suggestion for improvement, and identify barriers to its success, and ways to overcome these
• Monitor and report results of any incentive programs in place; responsible to make sure integrity of the program is maintained, and that all requirements are followed