Multi-Site Reservations Manager

Accorhotel; Reading; On-site; GBP 24,000 - 32,000; Full time

Job summary

Accorhotel in Reading seeks an experienced Reservations Associate to manage group and conference bookings, billing and communications. You will ensure documentation, processing of reservations, and coordination with conferences and events. You will uphold standards, promote upselling, and support managers with data quality and KPI targets.

The role requires strong organisation, English fluency, and experience with reservations systems. Collaboration with OPS and Revenue teams is essential.

Qualifications

• Guest focused personality is essential.

Responsibilities

• Ensure correct documentation is received for all payment details.
• Process and input reservations following hotel reservations policy.
• Liaise with conference and events to accept/decline group room requests.
• Enter and track group and conference blocks.
• Liaise with conference organizers to ensure rooming lists and confirmations are received on time.
• Manage cancellations, pick up and release dates.
• Ensure the charges for the released rooms are communicated to the client and processed.
• Prepare Group and Conference folders and brief departments for large events.
• Meet & greet conference organizers as required.
• Manage all group billing issues and resolve account disputes.
• Adhere to Reservations standards as outlined in manuals.
• Assist OPS Manager in achieving benchmark Data Quality scores and maintaining data accuracy.
• Take personal responsibility to ensure that all enquiries are addressed.
• Monitor forward reservations daily.
• Ensure stop sells on room types/market segments/rate levels are enforced.
• Maintain open communication with the OPS Manager and Revenue Manager.
• Actively promote upselling within the reservations team.
• Coordinate group reservations ensuring contract rates are loaded correctly to maximize efficiency.
• Maintain a positive selling approach to maximize yield in occupancy and rates.
• Attend RevMax meetings weekly to discuss short-term availability and groups.
• Ensure arrivals list is checked daily with correct rate and market codes.
• Ensure the Hotel Guarantee Policy is promoted and adhered to.
• Deliver consistent product and service to meet quality standards.
• Management of VIP bookings.
• Processing of no-show bookings per cancellation policy.
• Active management of group blocks and wash; communicate with other departments.
• End-of-month balancing of complimentary rooms.

Skills

Guest focus

Opera PMS

Tools

Opera PMS

Job description

Job Description

• Ensure correct documentation is received for all payment details
• Process and input reservations following hotel reservations policy
• Liaise with conference and events to accept/decline group room requests
• Enter and track group and conference blocks
• Liaise with conference organizers to endure rooming lists and confirmation are received on time
• Manage cancellations, pick up and release dates
• Ensure the charges for the released rooms are communicated to the client and processed
• Prepare Group and Conference folders and brief departments as required for large events
• As required meet & greet conference organizers
• Manage all group billing issues and resolve and account disputes.
• Adhere to all Reservations standards as outlined in respective manuals
• Assist OPS Manager in achieving benchmark Data Quality scores, and maintaining a culture of collecting accurate data.
• Take personal responsibility to ensure that all enquiries are addressed
• Monitor forward reservations on a daily basis.
• Ensure stop sells on room types, market segments and / or rate levels are enforced when appropriate.
• Maintain an open line of communication with the OPS Manager and Revenue Manager.
• Actively promote upselling within the reservations team.
• Co-ordinate group reservations ensuring contract rates are loaded correctly into reservations to maximize efficiency and eliminate revenue rebates.
• Maintain a positive selling approach to maximize yield in both occupancy and rates
• Attend RevMax meetings on a weekly basis to discuss short term availability and groups.
• Ensure arrivals list is checked on a daily basis displaying correct rate and market codes.
• Ensure the Hotel Guarantee Policy is promoted and adhered to.
• Consistently deliver a product and service to meet the quality, standards and expectation of customers.
• Management of VIP bookings.
• Processing of no show bookings in accordance with hotel cancellation policy.
• Active management of group blocks and wash. Ensuring this is managed effectively and communicated to other departments.
• Management and end of month balancing of complimentary rooms.

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Qualifications

Your experience and skills include:
Guest focused personality is essential.

Additional Information

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus