Reservations Manager

Job Title: Reservations Manager

Reports To: Commercial Director

Overview:

As a Reservations Manager, you will oversee all aspects of the reservation process for Bay Gardens Resorts, ensuring seamless coordination between guests and our facilities. You will be responsible for managing reservations systems, supervising reservation agents, and optimizing occupancy rates. Your role will involve the implementation of policies and procedures under the guidance of Commercial Director, General Manager and Executive Director, maintaining excellent customer service standards, maximizing revenue through strategic pricing and inventory management, and collaborating with various departments to ensure guest satisfaction.

Key Duties and Responsibilities:

Reservation System Management:

Maintain and manage reservation systems, ensuring accuracy and efficiency.

Oversee the reservation database, including guest profiles and preferences.

Implement and monitor reservation policies and procedures.

Sound knowledge of entire reservation procedure according to the International Resorts reservations system.

Responsible for Local, Regional and Extra Regional reservations.

Handling of correspondence sorted – out letters, e-mail and fax and other online facilities.

Review reservations booked and arrival report daily.

Responsible for recording company/travel agent rates both in system and correspondence file.

Identify top producing accounts and ensure proper recognition by reservation staff.

Review room blocking for long stay, suites, and special group request.

Supervision of Group Reservations.

Staff Supervision and Training:

Supervise reservation agents, providing guidance and support as needed.

Conduct training sessions to ensure reservation agents are knowledgeable about products, services, and reservation processes.

Monitor staff productivity and performance and taking appropriate action when necessary to ensure Departmental goals and targets are achieved.

Maintain effective staff scheduling ensuring optimum level of staff resources according to business need.

Work with Human Resources and Line management, to address and handle any staff related issue. Ensure that company disciplinary guidelines are always adhered to.

Complete appraisal assessments according to the company’s policy.

Allocate daily tasks to reservation agents.

Monitoring Telephone Manners and general performance of reservations agents daily.

Responsible for the continued maintenance of a neat and orderly department.

Occupancy Optimization:

Analyze booking patterns and trends to forecast demand and optimize occupancy rates.

Ensure that the department meets relevant productivity targets on call handling and conversion ratios for all products lines.

Implement strategies to maximize revenue through dynamic pricing and inventory management.

Collaborate with the sales and marketing team to promote special offers and packages.

Liaise with Sales/Front Office/Events Department regarding occupancy, Rates Reservation’s Analysis.

Inform Front Office Manager when the hotel availability status be changed and prepare for necessary action.

Customer Service Excellence:

Ensure exceptional customer service standards are maintained throughout the reservation process.

Handle escalated customer inquiries or issues, resolving them promptly and effectively.

Solicit feedback from guests to continuously improve reservation services.

Ensure special handling of repeats guest and every VIP guest.

Maintain cordial relations with commercial clients.

Collaboration and Communication:

Liaise with other departments such as front office, sales, and housekeeping to coordinate guest arrivals, room assignments, and special requests.

Communicate reservation policies and procedures to other departments to ensure consistency and alignment.

Responsible for various production reports and supply to each department concerned.

Reporting and Analysis:

Generate reports on reservation metrics, including occupancy rates, booking trends, occupancy forecast, and revenue performance.

Analyze data to identify opportunities for improvement and make strategic recommendations.

Qualifications​

Education:

Bachelor’s Degree in Business Management or a related field is preferred.

Experience:

Minimum of 3-5 years of experience in a similar role in a hospitality setting.

Applications must be submitted to [email protected] by 17 October 2024