Job Title
Reservations Manager
Department
Reservations
Reports To
Revenue Manager
Contract Type
Maternity Leave Cover
Job Purpose
The Reservations Manager will plan, manage, organise and control the Reservations department on a day basis to ensure smooth and efficient operations and achieve maximum room revenue to meet revenue targets.
Responsibilities
Organise and manage the day-to-day operations of the reservations department, overseeing Golf, Accommodation and Spa revenue streams.
Monitor and coordinate group reservations in conjunction with the Revenue Manager.
Manage "The Chase" securing all required details for guests' stays, ensuring information is accurate and departments have the required information.
Liaise with the housekeeping department as required, ensuring inventory is up to date prior to guest arrival.
Work closely with the Revenue Manager to achieve budgets and forecasts for each segment and to execute the strategy set by the Revenue Manager.
Liaise with the Membership director to assist with owner and member & group bookings as required.
Develop and build relationships with Wholesale Operators by assisting with reservations for Accommodation and Golf.
Communicate sales enquiries for Rooms, Golf, Meeting rooms & dining to the Revenue and Sales manager as appropriate.
Review no-shows and cancellations and process charges according to the hotel policy.
Be fully conversant on all aspects of Opera/Opera Cloud and Lightspeed (prior working knowledge is advantageous).
Be fully aware of all types of bedrooms & suites, their facilities, and their locations in the resort.
Assist in rate configuration where necessary.
Adhere to Forbes standards for the reservations department.
Work closely with the front office manager and reception team as required.
Manage and resolve all guest issues, and provide training to new employees on all policies and procedures.
Monitor Post Master Accounts and secure payments accordingly.
Familiarise yourself with our Trump Cornerstone & participate in Trump Talk Daily.
Participate in company training programmes as required.
Work varied schedules (day, evening or Saturdays) to reflect the business needs of the hotel.
Adhere to company regulations: fire regulations, health and safety regulations, GDPR rules & organic discretion when dealing with guests.
Ensure standards and procedures comply with Finance Department requirements.
Health & Safety Responsibilities
Fulfil obligations under the Health & Safety at Work Act **** and any related legislation.
Take reasonable care for the health and safety of yourself, other employees, guests and any other person on the premises.
Keep your work area tidy and safe; report any hazard, accident, loss or damage to management.
Be aware of trained first-aid personnel and the location of the first-aid box.
Observe all safety rules and procedures, including those in the Health & Safety Statement for your place of work.
Carry out and promote fire and accident drills as directed by the hotel safety officer.
Other Duties
The above is not intended to be exhaustive; you will be expected to comply with any reasonable requests or duties as directed by management.
Qualifying Criteria
Minimum 3+ years' experience as a reservation supervisor or in a similar role in the 4/5-star market.
Computer literacy – Word, Excel, Google Docs.
Proven track record.
Professional telephone etiquette.
Good mathematical skill base.
Good organisational skills.
Strong team player.
Excellent communication skills, both written and verbal.
Positive attitude, cheerful and courteous demeanour.
Ability to remain calm whilst under pressure.
Benefits
Discounted staff and friends and family rates available in other group properties in the United States, Canada and the United Kingdom.
Discounts in our Spa, Hotel & Golf course.
Opportunities to develop and grow through assisted educational opportunities.
Regular staff appreciation initiatives.
Regularly stocked canteen for meals, snacks and beverages while on duty.
Free car parking.
Sick benefit scheme.
Personal locker where required.
Opportunity to learn and play golf out of hours plus the opportunity to invite golf guests at a reduced rate.
Use of fitness centre out of season.
Compensation: Competitive salary
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