Reservations Manager Full-time Job

To manage the reservations operations, ensuring the hotel standards and procedures are fully known and followed.

To ensure a proper teamwork and supervise the reservation department at all times.

To ensure a perfect communication between the reservation team and communication Center.

To ensure that all incoming and out going room reservation request are attended and handled as per the hotel standards and procedures.

To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.

To recognize potential clients and to transmit information to the sales Department

To recognize VIP guests and to apply the concerned policies.

To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.

To promote the Accor loyalty programs and the hotel promotions.

To ensure the privacy of the guests and the confidentiality of the information is respected.

To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own

To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.

To call DRM for advice in serious cases or if an approval is required.

To be fully aware of and to report all guest comments or complaints.

To ensure that telephone etiquette is properly used as per Sofitel standards.

To ensure a perfect knowledge of room types and rates structure among the reservation team.

To ensure the accuracy of all booking information entered in the PMS.

To ensure the Guest History records are accurately maintained and all recurring guest are pre-registered.

To ensure a perfect knowledge of the hotel configuration and products among the team members.

To ensure the achievement of Quality tools and yield Management performance with the reservation team.

To implement and control the Focus and other financial and audit procedures.

To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.

To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.

To implement and follow up daily check lists.

To assist in securing external guest accommodation should an overbooking occur

To know the competitors and to gather information about their activities and Sales

To provide updated reports and statistics to the management and other departments.

To prepare forecasts and statistics.

To maintain database for ATACS follow up.

To respect schedules, terms and deadlines as agreed with the management.

To ensure that all team members are aware of the outlet timings and promote the internal activities and events.

To ensure that all team members are updated with latest administrative, organizational, operational or other changes and news.

To be updated with the competitors offerings and rates.

To liaise closely with sales on rate management.

To conduct a daily line up briefing with the reservation team to recapitulate task and activity.

To attend any inter-departmental meeting using this opportunity to encourage the interactivity with reservation team and to review the operational standards and procedures.

To ensure a high interactivity between reservation team with sales and rooms teams.

To share daily activity highlights with DRM, including internal and external guest opportunities.

To be an ambassador of the hotel, in and outside the work place.

To ensure uncompromising levels of cleanliness and maintenance through each employee’s responsibility.

To interview potential candidates and assist in new employees integration in liaison with HR department.

To create an atmosphere of high morale and happy working relationship among the staff.

To conduct staff evaluations and surveys.

To develop staff motivation and performance through action plans.

To become involved in staff retention and satisfaction.

To ensure training and regular “refresher” courses are conducted and attended as scheduled.

We are far more than a worldwide leader. We are more than 260,000 hospitality experts placing people at the heart of what we do, and nurturing real passion for service and achievement beyond limits. We take care of millions of guests in our 5,100 addresses.Our 39 dynamic brands; ranging from luxury to economy are established in 110 countries and are continuing their steady growth. A new Accor address opens every two days.Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.