Assistant Manager - Reservations

Accor Hotels; Bengaluru; On-site; INR 5,00,000 - 7,00,000; Full time

Job summary

A leading hospitality company in Bengaluru is seeking a skilled candidate to manage group inventory and ensure effective service recovery for guest complaints. The ideal candidate will have prior leadership experience in the hospitality sector, strong problem-solving abilities, and proficiency in property management systems. This role is pivotal in maintaining guest satisfaction and optimizing revenue strategies.

Qualifications

• Proven experience with property management systems and reservation software.
• Excellent verbal and written communication skills.
• Detail-oriented with excellent organizational skills.

Responsibilities

• Manage group inventory management and monitor room availability.
• Ensure service recovery for reservation-related guest complaints.
• Provide training on reservation procedures to team members.
• Maintain communication with revenue management and front office.

Skills

Leadership experience in hospitality

Knowledge of reservation procedures

Excellent customer service

Coaching and motivating team members

Problem-solving skills

Organizational abilities

Fluency in English

Education

Bachelor's degree in Hospitality Management

Tools

Property Management Systems

Microsoft Office Suite

Job description

Company Description

Grand Mercure Bengaluru at Gopalan Mall managed by Accor is located near the heart of Bengaluru with close proximity to major techparks and key commercial & residential bubbles. 212 Modern & Lavish rooms including 29 one and two bedroom suites with private terrace. 10 elegant meeting spaces including a quaint alfresco and open terrace that can cater from 20 - 400 guests.

Features an all-day dining restaurant, cafe & alfresco, a fitness centre, spa, swimming pool, an entertainment zone, library lounge, art gallery and business centre

Job Description

• Manages and coordinates all aspects of the group inventory management process PMS, Ensures all new, revised and canceled convention room blocks are entered accurately and timely and enters all group information in PMS. Completes daily review group pick-up report to monitor cut-off dates and group availability. Conducts daily inventory controls to release rooms, extend cut-offs and adjusts availability as determined in the sales contracts, group pick-up meetings, or as determined by revenue management. Communicates with sales and revenue to ensure consistency and efficiency in group inventory management.
• Attends revenue management, pick-up, pre-convention and other designated meetings as required.
• Provides service recovery for reservations related guest complaints and provides feedback, if necessary, to the customer and other departments.
• In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
• Answer other hotel team member's questions regarding revenue management in a friendly and courteous manner.
• Provide training to other hotel team members on reservations procedures and principles, as needed.
• Ensure that all room’s statistics reports, Report of Operations, and any other related reports are accurate and consistent.
• Attends property Staff meetings, and other property specific meetings as requested by the Revenue Manager.
• Ensures that property sales strategies are followed
• Ensures that all revenue management related systems are maintained.
• Contribute to the development of the revenue plan.
• Maintain an organized and clean work area and hotel environment.
• Maintains daily communication with revenue management and front office.
• Performs functions of the reservations sales agent when needed.
• Assists in preparing occupancy forecasts.
• Performs other duties as assigned by manager.
• Update regularly selling scripts to ensure user friendly and maximizing key benefits
• To have a positive impact, taking personal responsibility and initiative to resolve issues
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance

Qualifications

• Previous leadership experience in a similar role within the hospitality industry
• Proven experience with Property Management Systems and reservation software
• Strong knowledge of reservation procedures and revenue management principles
• Excellent verbal and written communication skills, with a focus on customer service
• Demonstrated ability to guide, coach, and motivate team members
• Proficiency in Microsoft Office Suite and other relevant software applications
• Bachelor's degree in Hospitality Management or related field preferred
• Strong problem-solving and decision-making skills
• Ability to work flexible hours, including weekends and holidays, as required
• Detail-oriented with excellent organizational and multitasking abilities
• Adaptability to changing priorities and ability to work well under pressure
• Fluency in English; knowledge of additional languages is a plus