Hôtel De L'opéra Hanoi - Mgallery By Sofitel

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