Role Overview
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* As a highly skilled and experienced hospitality professional, you will play a key role in driving the success of our hotel by managing reservations and ensuring seamless guest experiences.
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Key Responsibilities:
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* Analysis of overall monthly hotel performance to provide actionable insights and recommendations for long-term strategies.
* Daily analysis of business trends, including pickup, pace, lead times, booking patterns, and variances.
* Reporting of guest feedback to ensure prompt corrective action and maintain high levels of customer satisfaction.
* Collaboration with Revenue and Reservations Manager & Sales Manager to achieve budgeted targets and optimize sales and pricing strategies.
* Management of web site booking process, maintenance of up-to-date systems, and training of hotel personnel on system use.
* Loading of rates, profiles, and availability in the Property Management System (PMS).
* Analysis of lost, refused, and cancelled business, and creation of weekly forecasts to compare variances and budget comparisons.
* Preparation of 36-month forecasts and management of all reservation and group booking administration.
* Inputting of reservations into the system and coordination with front desk staff to handle reservations enquiries.
* Monitoring of competitors' rates and local market demands to inform strategic decisions.
* Assistance in preparation of hotel Rooms Sales budget.
* Thorough knowledge of hotel products and services.
* Effective handling and resolution of customer complaints to maintain exceptional guest satisfaction.
* Implementation of Standard Operating Procedures (SOPs) to minimize refunds.
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Required Skills and Qualifications:
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* Strong analytical and problem-solving skills.
* Excellent communication and interpersonal skills.
* Ability to work effectively in a team environment.
* Proven track record of driving revenue growth and improving operational efficiency.
* Knowledge of hospitality industry trends and best practices.
* Proficiency in using Property Management Systems (PMS).
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Benefits:
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* Competitive salary and benefits package.
* Opportunities for career advancement and professional growth.
* Collaborative and dynamic work environment.