Reservations Manager

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 89,000 - 156,000; Full time

Job summary

IHG Hotels & Resorts in Malaysia seeks a proactive Reservations Manager to optimize room inventory and maximize yield. You will oversee daily reservations operations, collaborate with Marketing to run room-based campaigns, and monitor market trends to forecast demand and set strategies.

With at least 3 years in reservations/front office and a bachelor’s degree, you will manage group contracts, load rates in the reservation system, and ensure accurate guest profiles while driving guest

Qualifications

• Bachelor’s degree or higher and relevant experience.
• Minimum 3 years in reservations/front office with management experience.
• Strong knowledge of local business trends.
• Proficiency in local language(s); additional languages a plus.

Responsibilities

• Monitor the daily operations of reservations team.
• Manage rooms inventory including allocation and reservations to areas of maximum yield and blackout dates.
• Work with Marcom team to develop and conduct rooms-based marketing activities.
• Track sales programs/promotions/advertising and provide feedback to relevant departments.
• Monitor pick up trends, occupancy history and market segment development to forecast demand.
• Load and maintain rates in IHG reservation system.
• Ensure all groups are contracted.
• Complete end of month report.

Skills

Forecasting

Budget management

Team leadership

Market analysis

Reservations systems

Education

Bachelor’s degree / higher education qualification / equivalent

Tools

IHG reservation system

Job description

• Monitor the daily operations of reservations team.


• Manage rooms inventory including allocation and reservations to areas of maximum yield and blackout dates.


• Work with Marcom team to develop and conduct rooms-based marketing activities.


• Track sales programs/promotions/advertising and provide feedback as necessary to relevant departments.


• Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting.


• Monitor Front Office tracking of guest history data.


• Manage free-sale inventory & promptly send out close-out dates.


• Works with superior in the preparation and management of the Department’s budget.


• Participate in preparation of strategic plans for hotel.


• Load and maintain rates in IHG reservation system.


• Collate, maintain and distribute relevant information and data obtained from both existing sources (consultants, economic forecasters) and external sources.


• Manage Hotel, third party and GDS close out/opening-up dates, if applicable.


• Complete end of month report.


• Ensure all groups are contracted.


• Conduct market research and analysis


• Monitor and evaluate economic, political and social issues/changes.


• Report on competitor activity.


• Consider and comment on economic, political, social activity and trends which are likely to influence business outcomes.


• Understanding and ensuring the team is motivated and equipped with the hardware and trainings needed to perform their tasks.


• Works with superior on manpower planning and management needs.


• Establish and achieve quality and guest satisfaction goals. Respond in a courteous and prompt manner to all guest questions, complaints and/or requests to ensure a high level of guest satisfaction.


• Ensure accuracy of guest history and client profiles in database.


• Ensure accuracy on market segment codes.


• Perform other duties as assigned..

Your Day To Day

Financial returns

• Monitor the daily operations of reservations team.


• Manage rooms inventory including allocation and reservations to areas of maximum yield and blackout dates.


• Work with Marcom team to develop and conduct rooms-based marketing activities.


• Track sales programs/promotions/advertising and provide feedback as necessary to relevant departments.


• Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting.


• Monitor Front Office tracking of guest history data.


• Manage free-sale inventory & promptly send out close-out dates.


• Works with superior in the preparation and management of the Department’s budget.


• Participate in preparation of strategic plans for hotel.


• Load and maintain rates in IHG reservation system.


• Collate, maintain and distribute relevant information and data obtained from both existing sources (consultants, economic forecasters) and external sources.


• Manage Hotel, third party and GDS close out/opening-up dates, if applicable.


• Complete end of month report.


• Ensure all groups are contracted.


• Conduct market research and analysis


• Monitor and evaluate economic, political and social issues/changes.


• Report on competitor activity.


• Consider and comment on economic, political, social activity and trends which are likely to influence business outcomes.


• Understanding and ensuring the team is motivated and equipped with the hardware and trainings needed to perform their tasks.


• Works with superior on manpower planning and management needs.


• Establish and achieve quality and guest satisfaction goals. Respond in a courteous and prompt manner to all guest questions, complaints and/or requests to ensure a high level of guest satisfaction.


• Ensure accuracy of guest history and client profiles in database.


• Ensure accuracy on market segment codes.


• Perform other duties as assigned..

What We Need From You

• Bachelor’s degree / higher education qualification / equivalent


• Minimum of 3 years related experience of two years reservations/front office experience including management experience


• Strong knowledge of local businesses and business trends required.


• Must speak local language(s).


• Other languages preferred.