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Reservations Manager

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Rosewood Hotels and Resorts Full time

Supervisory and System Skills

  • Responsible for operations, management and leadership of the Reservations Department.
  • Overall responsibility for the maintenance and management of all reservations (both rooms & restaurants) related systems including, but not limited to, PMS (Opera), CRS (Synxis), Table Management (Sevenrooms), RMS (IDeaS), E-confirmation (Cendyn) and Payroll (Oasys)
  • Responsible for call tracking software and preparation of reports to track performance and optimisation.
  • Responsible for accurate recording and processing of commissions through OTAs/DMC/Wholesale agents/Onyx
  • Ensure departmental SOP s are kept up to date.
  • Provide training for all new agents and facilitate on-going training plans for each team member maintaining the appropriate training records accordingly.
  • Monitor team performance and address any issues in performance in regular one to one meeting escalating to disciplinary action if necessary.
  • Ensure associates reviews and appraisals are carried out in the required time frames.
  • Continuously liaise with Director of Front Office, Restaurant Managers and the DORM for room and outlet reservations during high demand dates to manage the overbooking levels.
  • Prepare the weekly/monthly work rota and ensure payroll system is updated with all necessary information including holidays, sick leave and/or lieu days owed.
  • Manage the team s holiday allocations ensuring the office is staffed at adequate levels on all days whilst ensuring holidays are booked (and authorized) in payroll system as requested by your direct report.
  • Actively arrange weekly team meetings.
  • Oversee the mystery call program and ensure results are shared with the team members.
  • Conduct a minimum of 2 call audits per reservations agent per month to ensure compliance with standards (LQA/Forbes)
  • Monitor availability daily basis and liaise with DORM to highlight anomaly.
  • Monitor outlet availability daily and liaise with Assistant Reservations Manager and Restaurant Managers/DF&B to highlight anomaly.
  • Oversee a procedure for effectively passing new business leads to the Sales and F&B Team.
  • Promote, co-ordinate and report on upsell incentive program for both rooms and F&B.
  • Ensure decisions made are for the good of the business and contribute positively towards the hotels overall financial goals.

Supervise Rooms & F&B Reservations Requests/ Bookings:

  • Ensure all telephones calls are answered within 3 rings and in a courteous and efficient manner.
  • Ensure all required reservation information is taken as per standards.
  • Ensure that all guests are treated with courtesy and respect, always referring by name.
  • Ensure that all reservation changes and cancellations are processed immediately upon receiving the information.
  • Ensure that all message/email reservations are processed immediately, and confirmation is sent within 2 hours.
  • Ensure that all advance deposits are processed daily.
  • Ensure that all rebates and no-shows are processed daily and that they are researched and responded to in a timely and efficient manner and logged accordingly.
  • Ensure that all tasks are completed by the Reservation Agents as outlined in the shift checklists.
  • Maintain an efficient filing system, ensuring full security compliance.

Supervise Group Reservations/Bookings:

  • Train, mentor and develop skills of the agents/supervisor ensuring that all group bookings are entered in the correct manner, changes to group blocks are communicated to relevant parties and billing is clearly noted.

Communication Skills:

  • Update the DORM daily regarding team operations other relevant information.
  • Communicate directly or via Assistant Manager to the Hotel and Reservation offices all new rates or promotions to ensure awareness of offers.
  • Participate in all Head of Department level meetings.

Hotel Knowledge:

  • Know the benefits and features of each room type within the hotel and outlet concepts.
  • Know the layout of the hotel, including the Conference Space, public areas, food & beverage outlets and guest rooms.
  • Know the organisational chart of the hotel and the region.
  • Be knowledgeable on competitive set hotels and pricing, feeding back any new information to DORM.

Standard Responsibilities:

  • Comply and adhere to the Rosewood company policies.
  • Take on other tasks in addition to the ones stated, in a reasonable framework.
  • Be always a brand ambassador and ensure brand integrity and clarity are always maintained.
  • Model the company s culture, vision, mission and core values at all times.
  • Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.