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Cluster Assistant Reservations Manager

2 months ago

Doha, Baladīyat ad Dawḩah, Qatar RAFFLES Full time

Job Summary

We are seeking a highly skilled and experienced Cluster Assistant Reservations Manager to join our team at Raffles. As a key member of our Reservations team, you will be responsible for maximizing hotel revenue by identifying and accurately recording guest needs and special requests.

Key Responsibilities

  • Reservations Operations
    • Supervise and ensure the smooth and efficient daily operation of the reservations operation, ensuring everyone contacting the Reservations Department receives an optimum level of services and care at all times.
    • Ensure restaurant reservations operation is smooth.
    • Ensure that the rate information in the Property Management System (PMS) is accurate and current at all times.
  • Availability and Rates
    • Assist the Reservation Manager with reviewing and updating the room availability calendar in the PMS.
    • Check if the Standard Operating Procedures (SOPs) are updated on a regular basis, make changes whenever necessary and keep updated hardcopies available for all team members.
  • Team Management
    • Assist in the absence of the reservation manager with controlling availability and maintaining rates for the Global Distribution System (GDS) system.
    • Monitor overflow telephone calls to the Reservations Office, incoming telephone traffic and business trends, and prepare work schedules for Reservations staff to ensure optimum coverage of the Reservations at all times.
    • Ensure payroll is completed on a monthly basis.
    • Handle the rostering of the team on a weekly basis and manage annual leave with the Reservation manager.
  • Quality and Training
    • Ensure LQA and Forbes standards are met at all times.
    • Arrange, co-ordinate and chair weekly departmental briefings on a daily basis.
    • Assist Reservation Supervisor with the training of all new joiners and existing agents.
  • Reporting and Administration
    • Assist the Reservation Manager in the recruitment of staff for the Reservations Department.
    • Ensure arrival checks are complete on a daily basis for the same day and the next.
    • Ensure that reservations made a day before are checked on a daily basis.
    • Assist supervisor with month-end commission, check for OTAs and Fastcom.
    • Load commission and monitor commission in Fastcom.
    • Update and check account profiles on a regular basis in order to maintain a healthy database.
  • Guest Service
    • Ensure that all reservation requests received by internet, fax or letter are replied to within 12 hours of receipt.
    • Review all incoming correspondence and distribute to the reservation staff for action.
    • Assist the Team Leader/Sales Agents in their duties as required.
    • Ensure that the Reservations team is aware of all promotional rates and packages.
    • Prepare and distribute reservations and statistical reports.
  • Additional Responsibilities
    • Supervise the issue of visas for the hotel's guests by the hotel's Immigration Officer.
    • Advise the Front Office Manager/Rooms Division Director of reservation requests received from VIP guests, embassy, consular or diplomatic missions, or any reservations received with extraordinary requests.
    • Handle all guest complaints in a professional manner.
    • Conduct regular block checks for accurate rates and market segments.
    • Create rate codes in PMS correctly.
    • Log tickets for any IT related issues for the team.