Reservation Manager

Location
Sohar (OM)
Posted
01 Sep 2016
Closes
29 Sep 2016
Ref
RESMGR SOH
Sector
Hotel
Job Level
Non-Management

TASKS, DUTIES AND RESPONSIBILITIES

MAXIMISES HOTEL REVENUE AND GUEST SATISFACTION

  • Having knowledge of reservations procedures according to company standards
  • Allocate daily tasks to Reservations Agents
  • Review reservations logs and arrival lists on a daily basis
  • Responsible for preparation of occupancy forecast
  • Provide training to all customer service agents
  • Responsible for implementation of policy and procedures
  • Ensures compliance to all revenue management guidelines
  • Responsible for creating and maintaining rates and company profiles in the system
  • Coordinate with Sales team for all inquiries and bookings
  • Manage all guest issues and ensure timely response to all queries
  1. Informs other departments of VIP arrivals
  2. Identify top producing accounts and ensure proper recognition by Reservations agents
  3. Responsible for various production reports and supply to each department concerned
  4. Monitoring telephone manners and general performance of reservations staff daily
  5. Responsible for handling all group inquiries and reservations, and distributing group information to other departments
  6. Highlight any changes of availability status to concerned operational departments
  7. Review and track all commission reports and provide correct accruals to the finance team
  8. Records and processes deposit information
  9. Identifies and records special billing instructions
  10. Ensure reservations filing is maintained in a systematic order for easy referral
  11. Ensures maximum occupancy of the hotel by maintaining accurate inventory control for rooms
  12. Achieves maximum occupancy and average rate by utilizing yield management
  13. Keeps Revenue Manager  informed of new group bookings
  14. Utilizes guest history files for personalized service at the hotel
  15. Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests

    LAWS, REGULATIONS AND POLICIES

  16. Follows all applicable laws, corporate standards and guidelines

    HEALTH AND SAFETY

  17. Maintains high confidentiality in regards to guest privacy
  18. Ensures that all potential and real hazards are reported appropriately immediately
  19. Fully understands the hotel’s fire, emergency, and bomb procedures
  20. Follows emergency procedures to provide for the security and safety of guests and employees
  21. Works in a safe manner that does not harm or injure self or others
  22. Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
  23. Anticipates possible and probable hazards and conditions and notifies the Revenue Manager
  24. Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

    MISCELLANEOUS

  25. Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities
  26. Attends meetings and training required by the Revenue Manager
  27. Assists colleagues to perform similar or related jobs after approval of the Revenue Manager
  28. Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
  29. Accepts flexible work schedule necessary for uninterrupted service to hotel guests
  30. Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Revenue Manager
  31. Continuously seeks to endeavour and improve knowledge of own job function
  32. Knows:

- Hotel facilities and nearby sights of interest and importance (i.e. hospitals,
 stations, tourist sights)
- Hotel standards of operation and departmental procedures
- Accepted methods of payment by the hotel
- Hotel’s credit policy