JW Marriott ★ 4.1

To be responsible for the supervision of all activities pertaining to Reservations Department in order to achieve the highest possible occupancy levels for the purpose of maximizing room revenues and profit.

JOB SPECIFIC TASKS

Administration
• To coordinate office activities to ensure work updates are consistently maintained and all correspondences promptly handled on the same day received.
• To ensure that all reservations are thoroughly reviewed prior to guest’s arrival.
• To take charge of special requests and any problems that may arise within the department on a day-to-day basis.
• To develop and maintain an efficient filing system of all correspondence for easy access and retrieval.

Organization
• To fully train staff in all aspects of reservations operations.
• To develop and implement reservation procedures to support the marketing efforts.
• To monitor individual staff performance and conduct periodic performance appraisals.
• To establish tracking mechanisms to capture room nights’ production by market segments and geographical origin to allow sales to effectively evaluate and “manage” business sources.
• To initiate procedural changes to maximize staff productivity and further enhance service levels.

Communication
• To conduct and attend meetings as required.
• To coordinate reservation requirements and liase with respective departments on special projects.
• Establish and maintain good relations with corporate accounts, travel agencies, airlines, and other booking sources.
• To constantly update staff and respective departments on room status and selling strategies.

Room Inventory Control
• To constantly review room availability in relation to total rooms sold, and opening and closing categories with a view to maximizing occupancy and revenues.
• To enforce strict cut-off controls and monitor reviews stipulated in group contracts.
• To provide MARSHA with updated room availability to maximize sales opportunities and minimize regrets build-up.
• To manage “ freesale “ allotments in order not to displace shortlead high-yield.

Revenue Management
• To encourage the reservation staff to take every opportunity to “upsell”.
• To manipulate rate categories during tight periods to maximize high yield business.
• To develop rate guidelines based on occupancy levels to maximize sales opportunities during periods of high occupancy.

Forecasting
• To issue weekly forecast to update the respective departments on occupancy levels and arrival/departure schedules.
• To actively participate in the forecast meeting on a monthly basis, covering market segment breakdown by room nights, average rate and revenue.
• To track and establish pick-up trends, occupancy history and market segment development to facilitate the forecasting process.

Others
• To foster a high level of morale amongst the reservations staff
• To assume other duties as delegated by Management.
• To lead the team to cross-sell other revenue areas of the hotel.