The Role

• To supervise & manage Reservations operations and coordinates its activities with the other departments.
• To ensure a continuously high quality of reservations delivery to the clients and to manage and motivate the reservation team.
• To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets.
• To be entrepreneurial and to think beyond the boundaries is expected.
• To provide service that is sincere, warm and enthusiastic, ensure residents\xe2\x80\x99 satisfaction

Key Deliverables and Responsibilities
Planning & Organizing:

• Maintains effective guest relations to ensure repeat business, and works closely with the other departments of the hotel specially the Front Office and the sales department.

Operations:

• Promotes a helpful and professional image to the client and gives full cooperation to any customer requiring assistance with a prompt, caring and helpful attitude.
• Contribute to the design of the hotel\xe2\x80\x99s business strategy and Revenue targets
• Assist in setting pricing strategy for Rooms, C&B, F&B and other revenue such as spa, telephone, laundry, business services, etc.
• Monitor online channel representation (GDS, CRO, web, 3rd parties etc.)
• Supervises the Reservations Agents in their daily duties, including pick-ups, travel agent commissions and staff responses to clients
• Complete the Rate Shopping Report on a daily basis
• Ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
• Meet and exceed targeted budget on a daily, weekly, monthly and yearly basis
• Run short term incentives with the Reservations team to improve yield and to aid the management and development of targets set by the Revenue Manager
• Perform daily arrival check to avoid no-shows and rebates and inconveniences at guest check-in.
• Is thorough with the application of room reservations and group reservations procedures.
• Knows the required operation procedures of opera (or any other system in use) and maintains an awareness of guest, Corporate, Travel Agencies, and Group profile through system.
• Shows complete product knowledge, understand rate structure and apply rate management.
• Ensures all administration procedures are maintained to hotel and company standards.
• Answers all incoming calls to reservations as per company standards.
• Positively contributes to the sales activities within the hotel and maximizes sales opportunities.
• Anticipates clients\xe2\x80\x99 needs and assist guests in any further requests.
• Attends training sessions when required and operates in line with the training and information received.
• Ensures fax machine is checked and correspondence is placed in the in-tray at the start of the shift.
• Ensure to distribute and prioritize the booking requests to the team.
• Supervise and develop the Reservations Agents
• Ensures all reservations and requests are confirmed correctly and within 24 hours and upon request according to the quality standards.
• Understands the cancellation and no show policy action and follows the guarantee procedure.
• Has a thorough knowledge of current rates and promotions. Promotes up-sells and cross sells at all times. Identifies and communicates sales leads to the Sales team
• Understands the Hotel\xe2\x80\x99s Credit Policy and is applied.
• Ensure proper shift hand over and daily reports are completed accurately
• Ensure that CRS booking delivery is checked from time to time and properly entered into PMS
• Ensure that all special rates, complimentary booking, and upgrades approved by the authorized persons.
• Apply room inventory restrictions on local and international system as directed by Reservations Manager
• Have complete knowledge of the FIT rate structure
• Assist in training the Reservations team in up selling, reservation skills and systems
• Effectively manage the sickness and absence of the Reservations team.
• To have a complete understanding of and to adhere to Accor policy relating to Fire, Hygiene, Health and Safety.
• Resolve / report guest complaints or requests and liaise with the party concerned to ensure immediate follow up has been made.

Administration:

• Assists the Reservations Manager in preparing different reports.
• Prepare the inventory requisition of the department.
• Ensure daily pricing is in line with the annual Business Strategy
• Weekly forecasting and strategy by segment by day.
• Maintain the annual Demand Calendar
• Ensure that all rates are loaded in CRS and PMS for 1 year in advance
• Manage third party website (after training has been conducted)
• Prepare needed monthly run down reports, to follow up the definite & tentative future business with Travel Agents & companies
• Ensure that all payments for no-shows are chased in timely manner and charged correctly
• Ensure all Company sales, marketing and rate information and plans are kept strictly confidential, and that no third parties are given information either voluntary or involuntary by the Reservations Team
• Maintains filing on a daily basis and sets up new files when necessary.
• Enter and maintain all Tour Operators allotments into PMS.
• Create and maintain PMS companies and guest profiles according to the standards.
• To communicate all management decisions to the reservations team and make sure of application according to Policy and standards

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel\'s policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel\'s emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel\'s commitments to the "Environment Charter" of Sustainability program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel\xe2\x80\x99s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Our Values
Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread -beyond professions, persons, countries and cultures- the sense of hospitality and service, our strength and nourishment of the Group\xe2\x80\x99s success worldwide.
Guest Passion We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.
Sustainable Performance We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.
Respect We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.
Spirit of Conquest Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.
Trust Hospitality is a team sport, and we\xe2\x80\x99re stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.
Innovation We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.