POSITION PURPOSE: The Reservations Manager will promote and maximise total revenue for the hotel as part of a robust and dynamic reservations team.
The successful candidate will focus on reservations management and growth in addition to carrying out all additional duties as required by the Revenue Consultant, Revenue Manager & General Manager.
GENERAL RESPONSIBILITIES: Align working practices and conduct with the Aloft vision; consistently strive to meet and exceed the expectations of both internal and external guests.
Maintain the strictest confidence on all matters relating to the Company and the Hotel, ensuring that business dealings within the organisation are not discussed with outside parties.
Assist in the coordination the departments operation to ensure services are delivered to guests or internal customers with the aim of exceeding guest expectations and in accordance with Aloft standards and procedures.
Anticipate guests needs through observation and offer prompt, efficient service either personally or through effective communication with other Associates.
Analyse and respond to guest feedback, guest satisfaction and Associate satisfaction information; and give a positive commitment to continuous improvement of product and performance in line with brand standards.
Ensure the updating information of new guests is carried out, ensuring that all address details, room rates, departure dates, marketing statistics (source of business, company name and SPG number), travel agency details and codes and method of payment are precise and correct.
Maintain guest history, update and ensure the latest information is recorded.
Process reservations and inquiries as per Opera and ROS stat using and guidelines.
Oversee and ensure that the inputting of all reservations is completed in a timely manner.
Process all correspondence in respect of bookings, ensuring prompt attention and filing.
Ensure Hotel inventory availability is aligned with Opera and Marsha via IPS reports.
All discrepancies are to be actioned on a daily basis.
Be fully conversant with facilities of the Hotel, including room configurations and the operating times of all food and beverage venues.
Read all communication materials (promotions and inter-office memos) at the commencement of each shift.
Demonstrate a high level of product knowledge and job skills, demonstrating commitment to increase this knowledge.
Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the Hotel.
Actively promote and drive the Company Loyalty program/s and Hotel up-selling programs.
Adhere to Hotel credit procedures and policies at all times.
Adhere to departments PCI standards and procedures.
Actively communicate any Associate or guest feedback to the Director of Operations/HR Manager to seek continual improvements in service and ensure guest satisfaction.
Drive and support departments KPIs.
Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson Effectively implement and support all Marriott-related programs.
Strive to implement the Aloft & Marriott Vision and demonstrate active use of the Core Values.
Work as and where directed by Management, following all reasonable requests.
JOB SPECIFICATION (Skills, Experience & Educational Requirements) Competent with OPERA Software or similar is required.
Minimum of 2 years previous experience in a Reservations Supervisory Role within a hotel setting.
Knowledge of the Reservation / Front Office operations and high end service levels.
Previous Marriott Experience is desirable.
Have good English communication skills both in written and spoken.
Strong interpersonal, communication, organisational and problem solving skills.
Competent with Word, Excel, PowerPoint and software packages.
Ability to work under pressure with a Can Do attitude and a high level of energy.
Ability to work in a flexible and dynamic working environment.
COMPETENCIES Problem Solving and Decision Making Contributing to Teams Adaptability/Stress Tolerance Time and Task Management Communication Professional Demeanor Customer Relations Skills: Marriott Systems OPERA PMS Reservations Benefits: Marriott Online Training Platform Gym Marriott Worldwide Hotel Discounts Employee Awards Programme Staff Discounts Training & Development EAP