Reservations Manager

**RESERVATION**
**S**
**MANAGER**

**DEPARTMENT **- Sales & Marketing
**REPORTS TO **- Director of Sales & Marketing

If there’s one thing we know, it’s that a great host is at the heart of every great stay. And it might be stating the obvious, but at home or in a hotel, we think the trick to being a great host is understanding what your guests want and when they want it. Knowing when to add those little touches and small thoughtful gestures that make every stay special and when to take a step back.

Our guests are by and large pretty unstuffy and laid-back. And while they may not be looking for us to hang onto their every word, they do want us to be there when they need us to be. So at voco, we find the right balance. The perfect mix of thoughtful, easy-going but attentive service, that allows our guests to get on with relaxing.

At voco, everyone’s a host

WHAT’S THE JOB? Ensures the smooth and efficient operations in the department through prompt, effective and proper reservations service to achieve maximum room revenue in order to meet or exceed the revenue target. Supervising General Job Performance of reservation staff implementing of policies and procedures under guidance of Front Office Manager, training, responsible and perform any other duties might requested by Front Office Manager or Room Division Manager.

**YOUR DAY-TO-DAY**
- Having knowledge of entire Reservation Procedure according to International Hotel manual system.
- Responsible for Hotel and Local Reservations and Reservation - Links to Best Western Worldwide.
- Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Director of Sales & Marketing.
- Allocate daily tasks to Reservations staff.
- Review reservation booked daily.
- Review arrival report daily.
- Responsible for preparation of occupancy forecast.
- Responsible for training staff.
- Responsible for implementation of policies and procedures.
- Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
- Liaise with Sales Department in regards to occupancy, Rates Reservation's Analysis.
- Identify Top Producing Accounts ensure proper recognition by Reservation staff.
- Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.
- Responsible for various Production reports and supply to each department concerned.
- Monitoring Telephone Manner and general performance of reservations staff daily.
- Ensure special handling of repeats guest and very VIP guest.
- Observes and ensures that proper telephone manners are maintained at all times.
- Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager.
- Follows up tentative bookings and update reservation status.
- Reviews no-show and cancelled reservations and processes charges according to hotel’s policy.
- Review room blocking for Long Stay. Suites and special group request.
- Supervising of Group Reservations.
- Maintain cordial relations with commercial clients.
- Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
- Responsible for work schedule
- Responsible for maintaining a Neat and Orderly position at all times.
- In general, perform any other duties might requested by Director of Sales & Marketing.

WHAT WE NEED FROM YOU
- Minimum 3 years experience as Reservation supervisor or Asst.
- English essential (Read, Write & Speak)
- Graduation from an accredited college or university.

HOW DO I DELIVER THIS?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
- True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
- True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you to help and support them during their stay
- True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
- True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job

If there’s one thing we know, it’s that a great host is at the heart of every great stay. And it might be stating the obvious, but at home or in a hotel, we think the trick to being a great host is understanding what your guests want and when they want it. Knowing when to add those little touches and small thoughtful ges