Reservations Manager

SUMMARY:
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POSITION INFO:

Description

The established boutique hotel is seeking an experienced Reservations Manager who will be responsible for managing the reservations process and operation on the property, by coaching and motivating the team to deliver quality guest service and meet financial targets for the property. He/ she will also ensure that the reservations/reception team adhere to policies and procedures implemented by the property while working with the team to promote sales and upselling of all facilities.

Requirements:

• Good understanding of revenue management

• Must have outstanding communication skills - written and spoken

• Previous experience managing/supervising a Reservations team/ department required within a 4 or 5 hotel or lodge

• Leads by example with a guest-centric approach and great attention to detail

• Strong leadership and interpersonal skills

• Excellent organizational and time-management abilities

• Excellent problem-solving and decision-making skills

• Excellent computer skills, MS Office and PMS - Innkeeper PMS experience advantageous

• Own a vehicle and a valid driver’s license

• Ideal candidate to reside in close proximity to Franschhoek

Duties and Responsibilities:

• Coordinate with the sales and reservation team for all room bookings, train all customer service coordinators, and assist in resolving all issues.

• Assist meeting planner in analyzing all room requirements and collaborate with the sales and marketing team to ensure compliance with all revenue management guidelines.

• Manage all guest issues and ensure response to all queries.

• Monitor the flow of dining rooms and recommend ways to increase revenue.

• Supervise efficient working of sales associates, provide training to resolve all issues, and train employees to maintain the daily schedule.

• Collaborate with the maintenance and operations department to resolve all guest issues.

• Forecast all project requirements daily and ensure achievement of all hotel reservation objectives.

• Manage and ensure resolution of all guest issues and provide training to all new employees for all policies and procedures.

• Oversee reservation administration and provide updates to reservation systems and process all requests

• Manage the inventory of all processes and recommend ways to maximize revenue.

• Assist in answering all incoming calls and manage all online inquiries.

• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and between staff and management.

• Emphasizes employee selection, training and development as a way of doing business.

• Ensures all hotel employees know hotel objectives.

• Knows local health and safety codes and regulations that apply to the hotel.