Voco Hotels

To conduct vigilant and appropriate yield supervision and actively contribute towards revenue generation through effective supervision of the reservations department. This position is vital position to the sales and marketing function by providing current, accurate information on both the internal reservation situation and the external climate in which the hotel operates.

Your day-to-day

• Monitor the daily operations of reservations
• Monitor and check daily Reservation Agent’s bookings to ensure the accurate set-up of room reservations in the Opera System.
• Ensure all the reservations SOPs are in place
• Ensure OXI Balancing is done twice a day
• Ensure all incoming reservations from different channels such as: Telephone, Email, Website, and Central Reservations System (CRS) On-line Travel Agencies are inputted, retrieved, and replied to daily.
• Maximize the productivity of Reservations Agents through consistent daily supervision and monitoring of the volume of reservations processed per agent.
• Improve Reservations Agent’s sales techniques and service to clients through constant coaching and training.
• To drive the team to achieve goals (Revenue and Quality targets, i.e., Up-selling, cross-selling, enrolments, etc.) and develop new ideas to improve processes
• To demonstrate an in-depth knowledge and understanding of hotel systems to include and not be limited to PMS, Concerto, etc.
• To ensure accurate, up-to-date contract information, rate agreements, and data input into PMS, for both existing and new clients
• Ensure that Reservations Agents meet relevant productivity targets on call handling and conversion ratios for all product lines.
• Handle customer queries and complaints relating to Rooms Reservations. Control rooms inventory including allocation and reservations to areas of maximum yield and black-out dates
• Support the Director of Sales & Marketing and/or Revenue Management leader of the hotel for review meetings with IHG or owners as required.
• Track sales programs/promotions/advertising and provide feedback as necessary to relevant departments
• Track and establish daily & weekly reports such as History & Forecast, Reservations Made, Reservation Cancellations, etc.
• Monitor front office tracking of guest history data
• Create and maintain allotments
• Record and analyze guest questionnaires on a monthly basis
• Ensure the accuracy of guest history and client profiles in Data Base
• Collate, maintain, and distribute relevant information and data obtained from both existing sources (consultants, economic forecasters) and external sources
• Complete end-of-month reporting for revenue and other supporting reports.
• Ensure all Groups are contracted
• Conduct market research and analysis
• Report on competitor activity
• Works with superior on manpower planning and management needs
• Works with a superior in the preparation and management of the Department’s budget

Accountabilities

• Number of employees supervised
• Direct: Reservations Sales Agent
• Indirect: N/A
• Annual Operating Profit/Payroll Budget: Department Budget

Key Metrics

• Department Budget
• Hotel Revenue
• Employee Satisfaction Survey
• Decision-Making Responsibilities (Decision Rights)
• Guests requests

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people

Required Skills:

Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

Problem solving, reasoning, motivating, organizational and training abilities.

Good writing skills

Qualifications

Bachelor’s degree or Diploma in Hotel Management, Business Administration, or related field preferred.

Experience

3 years related experience or two years reservations/front office experience including management experience, or an equivalent combination of education and experience