Reservations Manager (HCM based)

Employee Selection

• All employees selected meet the essential requirements of the employee specifications for their position

Training & development

• Employees passing probation period have been trained in all essential tasks as per self-leadership assessment form.

• Training plans for all employees are prepared, implemented, and regularly updated.

• Employee performers and high potentials have access to further professional and personal development training as per training plan.

• An active talent spotting program is in place to support succession planning and career growth for shining employees.

Coaching & performance review

• All employees complete a self-leadership review and attend a formal performance review before the end of their probation

• On job performance is regularly observed and assessed informally. Good performance is acknowledged, poor performance is coached

• All direct reports receive a formal annual performance review prior to contract renewal

Guest Experience

• Ensures Reservations from all channels are handled in a swift and courteous manner, and in line with all applicable LQA Standards

• Ensures Questions, enquiries and requests are received through all channels, delegated, and answered in a prompt and professional manner while maintaining up to date knowledge of all resort activities.

• Assists and closely collaborates with sales team for trade booking requirements.

• Ensures guest information is obtained, communicated, and acted upon, in a complete manner including contact preferences, guest preferences and special requests.

• Ensures special care is extended to VIP guests in accordance with company policies.

• Assists the GM in reviewing and implementing guest facing policies and procedures.

• Actively takes ownership to ensure guest needs can be met in line with company approval grids.

Profit Optimisation

Under the guidance of the GM, EAM and corporate sales & revenue teams:

• Ensures that rate parity is maintained on all channels including online platforms.

• Ensures rates are created, loaded and in line with negotiated or agreed on contracts, structures, and promotions.

• Forecasts business demand and actively suggests improvements or changes to current rates, promotions, or strategies.

• Ensures availability & visibility on all channels is managed according to actual business situation.

• Implements active up & cross selling programs that enhance overall business performance.

• Engages with trade partners in person, via phone and email in a professional manner.

• Ensures direct booking channels are maximized by taking leadership over the process as outlined in company policy.

Reporting & Administration

• Daily, weekly and monthly reports are issued with accuracy and in line with agreed deadlines.

• Policies and procedures are kept up to date and reviewed periodically.

• Ensures complete documents are in place for all arrival bookings, works closely with the finance department verifying payments are collected and leads all administrative procedures related to this process including refunds and rebates where approved.

• Reviews no-show and cancelled reservations and processes charges according to hotel’s policy and produces a formal report thereof.

• Guest preference reports are updated & shared with all relevant departments.

• Assists sales team with handling & documenting group requirements.

• Information exchange and relationship is maintained with all resort departments.

• Perform any other duties might requested by EAM or GM

• Competitive salary & benefits
• Training & development opportunities in an international resort environment
• Accomodation, meals, laundry provided as well as other benefits are available
  
  

• At least 2 year experiences in similar position at the same position 5 star hotel/ resort
• Bachelor's degree in hotel management or a similar field
• Be able to work under high pressure and do multi-tasks with minimal supervision
• Outstanding leadership and organizing skills
• Excellent English competencies