To assist the Reservation Sales Manager in ensuring that all incoming reservations are given a Luxury experience. To manage the daily operations of the Reservations department to ensure highest conversion of reservation enquiries and maximum average room rate at all times. Direct the Reservations team to maximise sales of property rooms and facilities, and at all times monitor quality of reservations, statistical information provided and inter-departmental communications.
- Leading the Reservations Team by example with a Guest Centric and Positive Orientation, supporting the team with operational questions and building opportunities for the team to make empowered and informed decisions in the scope of their respective job roles.
- Work with the Reservation Sales Manager in the training, coaching and performance management and development of the Reservations Team to ensure that hotel, team and individual goals are being reached.
- Actively managing guest complaints related to Accommodation Reservations through to resolution and prevention, including daily monitoring and resolution of Glitches that involve Reservation operations.
- Effectively manage all guest priorities on a case by case basis to ensure guest satisfaction and complaints are not escalated further.
- Ensuring there is quality communication and support between Reservations and Front Office, Housekeeping, Sales & Marketing and Finance teams.
Lead and live Accor's 'Heartist' culture. - Align work output, behavior, learning and development in line with the AccorHotels Leadership Capability Framework for an Emerging Leader.
- Assisting the team with phone calls by monitoring peak call volume times to ensure no guest call is left unattended and call queue times are kept to a minimum.
- Balancing accommodation rooms inventory for next day arrivals, taking into account upgrade requests to ensure additional rooms revenue opportunities are secured when availability permits, and that a clean inventory is handed over to Front Office. Assisting, liaising and collaborating with Front Office for same day inventory to ensure respect to revenue strategy and rooms open for sale on ResaWeb.
- With the Reservation Sales Manager and in collaboration with the Groups Coordinator, oversee, monitor and support Group Reservations to ensure timely communication between all parties and Group task completion as required.
- Assist the Reservation Sales Manager with the loading and updating of rates and availability controls in Opera and across all distribution channels to ensure correct rates and packages are available to be booked and that parity across all channels is maintained.
