Reservations Manager

SmartRecruiters, Inc.; Perth; On-site; AUD 65,000 - 90,000; Full time

Job summary

Accor is seeking a Reservations Team Leader to supervise and mentor the reservations group, ensuring consistent service standards and optimal guest experience in a fast-paced hospitality environment. You will forecast occupancy and revenue with management, drive upselling, manage inquiries, and coordinate group bookings while maintaining strong product knowledge across property offerings.

This role requires leadership, strong computer skills (Opera Cloud preferred), and the ability to navigate

Qualifications

• 1 year minimum experience in a reservations/sales leadership role.
• Qualifications in Hospitality/Tourism Management or Sales/Commercial.
• Hotel industry experience is preferred but not essential.
• Demonstrated leadership experience in a sales environment preferred.
• Strong computer and systems skills, preferably in Opera Cloud.

Responsibilities

• Supervise, support and train Reservations Team to maintain high service standards.
• Prepare yearly occupancy and revenue forecasts with Management.
• Drive monthly objectives to increase occupancy and revenue.
• Handle all incoming reservations inquiries with up-sell focus to maximise revenue.
• Respond to calls promptly and professionally per brand standards.
• Explain variances between forecast and actual occupancy to Management.

Skills

Leadership

Reservations leadership

Sales leadership

Communication

Education

Hospitality/Tourism Management or Sales/Commercial

Tools

Opera Cloud

Job description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

• Supervision, support and training of Reservations Team to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
• Prepare yearly forecasts of occupancy and revenue in conjunction with Management
• Prepare and follow monthly objectives to increase occupancy and revenue
• Handles all incoming reservations enquiries in a timely manner, taking particular care to up-sell and maximise revenue opportunities
• Answer all telephone calls within three rings in a professional manner according to brand standard
• Explain variances between forecast and actual occupancies and advise Management accordingly
• Ensure revenue is maximised through revision of occupancies, especially during peak seasons
• Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity
• Ensure open communication is provided to Reservations Team of any days where bookings may be a concern
• Open and close room types, rates and allotments in order to maximise revenue and occupancy
• Manipulate PMS/GDS systems and any other online RES systems
• Regularly review and manipulates rates and availability on distressed inventory websites
• Places bookings in rooms to maximise back-to-back bookings. This also includes constant monitoring of room allotments and availability in the short and long term
• Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area
• Compile relevant Reservations reports as necessary
• Coordinate group bookings at the Hotel, attempting to fulfil client requests and special needs where possible
• Identifies the early stages in over-booking situations and attempts to find solutions or alternatives to mitigate this
• Check manifests and email booking confirmations to ensure they correspond with bookings in the Property reservation system
• Hold regular yield meetings with the General Manager and Operations Manager to review high and low occupancy periods, events and review opportunities
• Attend regular Front Office meetings to ensure clear communication between the Front Office Team, Sales Team and Reservations Team
• Maintains records of special accounts and travel agency statistics, to provide Sales with accurate account statistics
• Advise Sales Team of any relevant sales leads

Qualifications

• Minimum 1 year experience in a reservations /sales leadership role
• Qualifications in Hospitality/ Tourism Management or Sales/Commercial
• Hotel industry experience is preferred but not essential
• Demonstrated leadership experience, in a sales environment preferred.
• Strong computer and systems skills preferably in Opera Cloud.

Additional Information

• Strong analytical skills.
• Positive energy, eye for attention to detail and strong drive for results
• Ability to work with multiple stakeholders and fast paced environment
• Appropriate working rights to work within Australia
• An ability to understand and navigate complex stakeholder environments
• Strong focus and passion for hotel operations
• Sound understanding of emerging trends in the industry
• Demonstrated ability to coach, mentor, develop and inspire teams
• Confident and articulate communication, negotiation, relationship and networking skills
• Time management skills with the ability to multitask
• Strong personal integrity
• Good interpersonal skills with ability to communicate with all levels of team members
• Flexible and able to embrace and respond effectively to change
• Role model in Accor values and Heartist culture