Reservations Manager

Sun International; Cape Town; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading company in the hospitality sector seeks a Reservations Manager in Cape Town. This role involves managing the reservations team, ensuring adherence to company standards, optimizing room revenue, and enhancing customer experience. The ideal candidate will possess strong leadership qualities and proven experience in reservations management, alongside excellent communication skills.

Benefits

Employee discounts on hotel stays

Training and development opportunities

Qualifications

• Experience in hotel reservations and team management.
• Strong analytical abilities for data-driven decision making.
• Excellent customer service skills and conflict resolution.

Responsibilities

• Manage the reservations team and processes effectively.
• Ensure data accuracy and revenue maximization through pricing strategies.
• Engage with customers to enhance brand loyalty and resolve complaints.

Skills

Customer Service

Team Management

Revenue Management

Data Analysis

Communication

Education

Diploma in Hospitality Management

Tools

PMS (Opera or similar)

CRS (IHG Concerto)

Job description

Job Purpose

The Reservations Manager is responsible for managing the reservations team and the hotel accommodation reservations process for both groups and individuals, ensuring alignment with company procedures and service standards to maximize room revenue.

Key Performance Areas

Hotel Accommodation Reservations Management

• Handle all reservations accurately and professionally, adhering to IHG brand standards.
• Monitor and manage inventory across all distribution channels (e.g., Direct, OTA, GDS).
• Coordinate with Revenue Management to implement pricing strategies.
• Ensure data accuracy across PMS (Opera or similar), CRS (IHG Concerto), and third-party systems.
• Review reservations daily for quality assurance and data hygiene, including market segments, country of origin, agent profiles, rate codes, and customer profiles.
• Review daily arrival reports.
• Maintain the in-house reservations system.
• Minimize guest profile duplications by monitoring the system.
• Prepare occupancy forecasts for current and future business.
• Coordinate group reservations with the events team.
• Review payments received against bookings prior to arrival.
• Follow up on tentative bookings and update reservation statuses.
• Manage no-shows and cancellations, processing charges per hotel policy.
• Work with the team to convert inquiries into bookings.
• Upsell bookings to achieve the best available rates.
• Communicate and confirm bookings with clients as per their requirements.
• Maintain relationships with hotel departments and attend relevant meetings to share reservation information.

Rooms Merchandising

• Complete rooms merchandising reports and statistics for forecasting and yield management.
• Adjust plans based on results and booking forecasts, including overbooking statistics.
• Analyze reservations data by market segments and channels for merchandising insights.
• Track and analyze merchandising activities.
• Collaborate with hotel managers on revenue planning related to merchandising.

Customer Experience Management

• Ensure team interactions with guests are courteous and respectful.
• Provide professional service and solutions to guests.
• Handle escalated complaints and disputes effectively.
• Engage with customers to support brand loyalty and promote the brand as the preferred choice.
• Stay informed on promotions and train staff accordingly.
• Provide feedback on promotions for continual improvement.
• Ensure smooth shift handovers with sufficient customer insights.
• Communicate special requests and comments across departments.
• Update customer profiles based on preferences and feedback.
• Monitor and manage the hotel’s online reputation.
• Develop strong guest relationships to maximize sales and generate new business opportunities.

People Management

• Manage staff conditions, including attendance, leave, and policy adherence.
• Oversee productivity, attendance, and payroll costs.
• Identify training needs and perform on-the-job training and coaching.
• Manage employee relations and motivation.
• Conduct performance reviews and support staff development.
• Provide resources and remove obstacles to performance.
• Recruit and onboard new staff members.