JOB OVERVIEW As an Assistant Reservations Manager, you assist with managing the guest reservations function including but not limited to advanced room reservations and group coordination service to ensure prompt service, productivity, and maximize hotel profitability.
Embrace and promotes the desired work culture around our Winning Ways of the InterContinental Hotels Group and the brand ethos.
At Holiday Inn Express® we want our guests to relax and be themselves which means we need you to:
Be you by being natural, professional and personable in the way you are with peopleGet ready by taking notice and using your knowledge so that you are prepared for anythingShow you care by being thoughtful in the way you welcome and connect with guestsTake action by showing initiative, taking ownership and going the extra mile DUTIES AND RESPONSIBILITIES Financial Returns :
Work with DOS in the preparation and management of the department's budget and is aware of financial targets.Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques.Prepare and execute action plans which increase reservation sales and associated business.Liaise with DOS or Finance Manager for all reservations requiring credit approval.Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.Promote enrolment and administer loyalty programs for hotel guests, including IHG Rewards, InterContinental Ambassador, Kimpton Inner Circle People :
Works with DOS and Human Resources Manager to ensure the departmental performance of staff is productive. Duties include:Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member.Provide input for probation and formal performance appraisal discussions in line with company guidelines.Ensure new staff attend Corporate Orientation within first month of hire.Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance.Prepare efficient work schedules in line with labor codes.Work along with direct manager to participate in periodic trainings and keep up to date with the latest developments.Ensure that IHG Code of conduct is followed at all times. Guest Experience :
Maintain a high level of product and service knowledge about all IHG Hotels in your region Promote the Hotel's products and services.Accept wait list reservations. and process reservations made by phone/fax/email.Maintain knowledge of special rates/ offers/ promotions.Ensures that all communications relating to the hotel both external and internal are actioned efficiently in a professional and courteous manner, in accordance with brand standardsDeal efficiently and courteously with all guests' requests by monitoring and following up with the according team members and correct channelsCommunicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained. Responsible Business :
Complete records and reports in regard to room availability and guest room commitments; forecast weekly occupancy and rate.Monitor reservation levels and inform DOS of current and future occupancy rates Maintain historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations forecast.Perform other duties as assigned including assisting Reservation Agents in their job functions during peak periods.Be aware of duty of care and adhere to occupational, health and safety legislation, policies and proceduresBe familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.Initiate action to correct a hazardous situation and notify supervisors of potential dangers.Log security incidents and accidents in accordance with hotel requirements. Accountability :
Take charge in inventory management (including balancing inventory) and extranets to maximize occupancy Manage the daily activities of the reservations staff. Schedule and assign work. Assist the DOS to supervise and manage the performance of the department and facilitate the performance management cycle throughout the year. Work with DOS to engage with OTA's and other external partners if and when requiredDefine reservations SOP'sParticipate in Revenue Meeting, Sales & Marketing meeting & Credit meeting.Prepare roster and manage team annual leaves, PH and off in lieu's which help the department's productivity.Record turn-away business through regret and denial check to help in decision making in setting a strategy to target the lost business.Maintain an effective trace system for all bookings to ensure timely follow-up is done. Manage "no-show" reservations by investigation and recording of same and communicate & process no-show/cancellation charge or refund.Record special billing arrangements for groups and conventionsResponsible for maintenance of good Group data standard in both Concerto and Oasis, ensuring the rate set up and clean up are performed periodically for individual group. Monitor group reservation activity daily and communicate status with sales department.Follow up on tentative sales bookings with respective sales staff to update status.Prepare reports as requested (eg to travel agents, productivity, tracking, analysis, month end etc)Ensure all OTA billings are charged accordingly based on terms & condition. Conduct training sessions for Reservation Agents on reservation procedures, customer service standards, and system operation.Conduct regular audits of reservation processes and systems to ensure accuracy and compliance with brand standards QUALIFICATIONS AND REQUIREMENTS Minimum Diploma or equivalent.Minimum 2 years of related work experience.Able to communicate with and lead colleagues.