Mô tả công việc
People
- Monitor the daily operations of Reservations.
- Develop your team, improve their performance through coaching and feedback, and create performance and development goals for colleagues.
- Drive a great working environment for teams to thrive - linking up departments to create a sense of one team.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Recommend or initiate any HR related actions where needed.
- Shift briefings are conducted in the manager's absence to ensure hotel activities and operational requirements are known.
- Participate in staff recruitment, organize on-the-job and monthly training for all staff, supervise and manage performance to ensure clients’ satisfaction and adherence to IHG Brand Standards and Forbes Standards.
- Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and loca lregulations.
- Schedule employees in line with varying business levels to maximize productivity and minimize payroll costs.
- Works with superiors in the preparation and management of the department’s budget.
- Conduct annual performance evaluations.
Financial
- Help create the department’s annual budget and the setting of departmental goals.
- Control room inventory, including allocation and reservations to areas of maximum yield and blackout dates.
- Review Concerto and PMS availability, keeping sufficient inventory for high-yield segments.
- Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
- Ensure all internal package breakdowns are loaded and in line with Finance department.
- Ensure that the team is aware of the internal credit policy.
- Follow up on lost business and bring information about them to the knowledge of the departmentsuperiors.
- Keep the department informed of all changes in systems or procedures.
- Monitor reservation pick-up for the coming months.
- Manage “no-show” reservations and cancellations by investigating, recording, and following up on penaltycharges.
- Review group bookings, ensure room rates and billing instructions match contracts, and manage roominventory on business blocks.
- Manage allotments for Wholesales FIT.
- Prepare reports as requested (e.g., Commission,
- Reward Nights Reimbursement, Miscellaneous reports, etc.).
- Monitor upselling targets and encourage the team to yield more revenue.
Guest Experience
- Maintain a high level of product and service knowledge about all IHG Hotels in your region.
- Review and follow up on waitlist reservations.
- Maintain knowledge of special rates/ offers/promotions.
- Monitor OTA/ TA extranets.
- Ensure OXI must be reviewed and balanced at least twice everyday.
- Ensure arrivals/ VIP bookings must be checked carefully and well prepared before check-in.
- Ensure RIMS configuration/ confirmation, amendment, cancellation, transfer confirmation letters/ pre-arrival and post-stay emails/ e-folio setup in corporate design and accurate information.
- Keep close follow-up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events, etc.).
- Maintain all reservation standards/ IHG Brand
- Standards/ Forbes Standards. Internally audit telephone and upselling skills.
Responsible Business
- Prepare and execute action plans which increase reservation sales and associated business.
- Be responsible for keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
- Other ad-hoc duties – unexpected moments when we have to pull together to get a task done.
- May also serve as Manager On Duty (MOD) on request.
- Perform any other duties that management may assign from time to time.
Quyền lợi được hưởng
Yêu cầu công việc
Qualifications
• Diploma in Business, or Vocational Certificate in Hotel Management, or related field
Experience
• Service years in the field: At least 2 years related experience or an equivalent combination of
education and experience.
• Service years at supervisor/manager level: At least 1 year in Reservations supervisory experience.
Knowledge and skills
• Proficient in the use of Microsoft Office Tasks
• Opera PMS knowledge
• Demonstrated ability to interact with customers, employees, and third parties that reflects
highly on the hotel, the brand, and the Company
• Ability to investigate systems malfunctions or user-input errors
• Ability to analyze data, make meaningful conclusions, and base sound decisions and strategies
on these
• Knowledge of industry-specific terminology such as ADR, RevPAR, on-the-books, etc.
• Ability to adapt to a frequently changing market environment. Be proactive and able to “think
outside of the box”.
• Experience with reporting and market performance reports.
• Problem-solving, reasoning, motivating, organizational, and training abilities
• Ability to work under pressure
Language
• Excellent listening, speaking, reading, and writing skills in English to facilitate the communication
process
Yêu cầu hồ sơ
Resume
Certificates related to applied position
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