Assistant Reservations Manager

Park Regis by Prince; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A hospitality establishment in Singapore is seeking an Assistant Reservations Manager to effectively manage the Reservations team. The role involves overseeing guest inquiries, enhancing the guest experience, and managing reservations and group activities. Candidates should have strong leadership skills, proficiency in hotel systems, and excellent Excel abilities. The position requires ensuring accurate communication of policies to guests and analyzing revenue data to optimize operations.

Qualifications

• Proficiency in reservation procedures and booking engine.
• Organise staffing and maintain appropriate manning levels.
• Analyse and interpret primary revenue data.

Responsibilities

• Manage team members in the Reservations department.
• Handle guest inquiries to improve guest experience.
• Ensure all reservations are reviewed before arrival.
• Track sales, promotions, and provide feedback.
• Manage guest complaints and provide solutions.

Skills

Proficiency in hotel system

Excellent Microsoft Excel skills

Leadership and training abilities

Analytical skills

Job description

Job Summary

The Assistant Reservations Manager manages team members in the Reservations department and ensures the department operates efficiently and effectively.

Job Responsibilities

• Handle guest telephone and email inquiries and improve the guest experience score.

• Offer appropriate room types and price inclusions, and upsell and handle objections.

• Ensure all reservations are thoroughly reviewed before guests' arrival.

• Review daily reservations booked, reservations cancelled, and arrival reports.

• Manage group block activities, e.g. cut-off dates, rooming lists, pick-up, wash, etc.

• Track sales and promotions and provide feedback to the Sales & Marketing departments.

• Manage the department’s roster and guide team members in executing operational tasks

• Communicate rates, monitor call quality, and manage forecast, pick-up and actual revenue data.

• Manage “no show” reservations and ensure accurate charging.

• Monitor the reservation process and ensure the accuracy of room type, market codes, source codes, and rate codes.

• Ensure block allotments are loaded and released promptly.

Finance Management

• Process deposits, post charges, and note billing instructions in the hotel system.

• Ensure that payments are routed accurately to the company's accounts.

• Ensure package elements are accurately allocated.

• Ensure that accurate information is communicated to guests, including payment, guarantee, cancellation, and no-show policies.

• Ensure all commissions payable are accurate and submitted to finance in a timely manner.

Guest Services

• Provide accurate information and assistance to all guests' inquiries.

• Maintain a professional and friendly demeanour while interacting with guests in person and on the phone.

• Handle all guest complaints and resolve issues with a win-win outcome.

• Advise all departments of group arrivals, departures and guests’ special requirements.

• Ensure excellent service delivery in all aspects of the reservation, sales, and booking cycle.

Talent Profile

• Proficiency in hotel system, channel manager, booking engine and reservation procedures

• Organise staffing to ensure appropriate manning levels are maintained during the operational hours and in the situation of sudden increases in business volume

• Analyse and interpret primary revenue data

• Excellent Microsoft Excel skills

• Providing direction, leadership and training for team members to close performance gaps and achieve overall departmental objectives