Reservations Manager

Company Description

Why work for Accor?
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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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Job Description

• Answer all calls promptly within 3 rings using the specified greeting for the hotel.
• 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 as required for large events.
• As required, meet & greet conference organizers.
• Manage all group billing issues and resolve account disputes, and liaise with Assistant Managers on account enquiries and disputes.
• Adhere to all Reservations standards as outlined in respective manuals.
• Assist Rooms Division 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 Rooms Division 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.
• Assist the Rooms Division Manager with any tasks or spreadsheets as required.
• 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.
• Any other duties assigned from time to time by the Department Manager/Supervisor.

Qualifications

• Previous minimum of 2 years’ experience in a similar role in a 200+ room Hotel with a background in Front Office or Reservations in a dynamic hotel environment.
• Demonstrated ability to lead, coach, and develop the team.
• A willingness to be hands-on within the operation and drive a culture of guest obsession and loyalty with the team.
• The ability to create meaningful connections, creating a high level of trust with the team.
• Excellent time management and organizational skills giving you the ability to handle tight deadlines.
• You’ll be able to work independently and have the ability to run a busy reservations system.
• Have a passion to sell every last room in a competitive market.
• Previous experience with the following programs highly desirable though not essential: OPERA Cloud.
• You’ll be confident, solution-focused, and a team player.
• The flexibility to work a variety of shifts including public holidays as required.
• Self-motivated and target-driven.
• You are flexible and have a desire to work in a dynamic, fast-paced team.
• Experience in the hospitality industry and ACCOR is advantageous.

In terms of technical skills, this role calls for a high level of computer literacy, specifically around Microsoft Outlook and Excel. You will have an exceptional ability to think ahead of the game and forecast accordingly, and you will also possess a strong understanding of yield management. Experience with OPERA Cloud would be highly advantageous.