Senior Reservations Manager: Guest Experience & Revenue

IHG; Hong Kong; On-site; HKD 260,000 - 420,000; Full time

Job summary

IHG in Hong Kong is seeking a Reservations Supervisor/Manager to assist the reservations team with daily tasks, respond to guest room enquiries, and uphold Forbes and IHG True Hospitality standards. You will supervise, coach and monitor performance while ensuring guest interactions meet the highest level of service.

The role requires a Bachelor’s degree in Hotel Management or related field, 5+ years’ related experience including management, and experience with OPERA PMS.

Qualifications

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management or related field.
• 5+ years’ related experience, including management experience.
• Previous experience with OPERA PMS
• Must speak local language, Fluent in both written and spoken English
• Candidates with less experience may be considered as Reservations Supervisor

Responsibilities

• Assist the reservations team in daily tasks and responding to guest room enquiries
• Ensure that all guest interactions are at the highest level adhering to Forbes and IHG True Hospitality standards
• Supervise, coach and monitor reservation team's performance and service quality
• Be knowledgeable of all of the hotel’s products and services
• Respond to guest requests in an accurate and timely manner
• Regularly communicate with guests to ensure expectations are met
• Assist in delivering the revenue target of the hotel by making upsell and cross sell revenue targets

Skills

Customer service

People management

Communication

Upselling

Education

Bachelor’s degree in Hotel Management

Tools

OPERA PMS

Job description

IHG in Hong Kong is seeking a Reservations Supervisor/Manager to assist the reservations team with daily tasks, respond to guest room enquiries, and uphold Forbes and IHG True Hospitality standards. You will supervise, coach and monitor performance while ensuring guest interactions meet the highest level of service.

The role requires a Bachelor’s degree in Hotel Management or related field, 5+ years’ related experience including management, and experience with OPERA PMS.