Reservations Manager - N/A07867
Code/Reference:
N/A07867
Applications accepted until:
2018-05-16
Number of Openings
1

Unit:

The Table Bay

Location:

Western Cape

Job Purpose

Reporting to the Revenue Manager the successful candidate will be held responsible and accountable for the management of the Reservations team and Hotel accommodation reservations process, in line with company policies, procedures and professional service standards with the aim of maximizing revenue.

Education

€¢ Grade 12 or equivalent €¢ Relevant tertiary qualification €“ Hospitality (Hotel School)

Experience:

€¢ At least 3-5 years supervisory / management experience in a hospitality operation with specific emphasis on Reservation and/or Rooms and Inventory management €¢ Previous experience partnering with online Travel Agents

Skills and Knowledge

€¢ Proficiency in Opera and MS Office suite is essential €¢ Strong planning and organizing skills €¢ Excellent communication and Interpersonal skills €¢ Conflict resolution abilities

Key Performance Areas:

Hotel Accommodation Reservations Management €¢ Review reservations booked daily for quality assurance and data hygiene e.g. market segments, country of origin, agent profiles, rate codes, customer profile €¢ Maintain the in-house reservations system €¢ Monitor system and keep guest profile duplications to a minimum €¢ Review payment received against bookings prior to arrival €¢ Follow-up on tentative bookings and update reservation status in the system €¢ Review no-shows, cancelled reservations and process charges according to hotel policy €¢ Work with team to convert calls and queries into bookings / reservations €¢ Convert bookings to achieve best available rates on all booking requests €¢ Oversee the communication and confirmation of letters to clients, as per their booking requirements €¢ Maintain relationships with all departments within the hotel, and attend relevant meetings to ensure important reservations information is shared with the team €¢ Oversee and drive TSA conversions Reservations Standards & Governance €¢ Monitor Reservations standards, systems and processes and align practices with new legislative €¢ compliance and company policy (such as PCR compliance, POPI) €¢ Develop templates, checklists and tools in line with operational requirements €¢ Align practices with legislative compliance around health, hygiene, safety and the environment €¢ (ensuring relevant inspections are completed) €¢ Implement sufficient control measures (including systems and processes) & checks within the department to mitigate any risk to the business and ensure data hygiene. €¢ Conduct internal compliance audits to monitor compliance €¢ Encourage a customer service culture and ensure all staff are trained to deliver the departmental objectives in line with standards. €¢ Work with internal stakeholders to identify risk areas and address these including checking of payment method compliance. Customer Experience Management €¢ Monitor team€™s interaction with guests, ensuring they are treated with courtesy and respect at all times €¢ Interact with guests and provide professional service standards and solutions €¢ Handle any escalated complaints, disputes and suggestions as required €¢ Engage with customers and provide a customer experience during the reservations process that will support brand loyalty and ensure SI as the brand of choice €¢ Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective €¢ Analyze and understand customer preferences, and ensure their booking profile is updated accordingly €¢ Continuously engage with customer to receive their feedback and enhance the customer experience within the area of responsibility €¢ Develop and maintain strong relationships with guests to maximize sales opportunities and generate new business People Management €¢ Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures €¢ Manage productivities, time & attendance, and payroll costs for the department €¢ Identification of employee training needs €¢ Perform on the job training on SOPs and coaching to close developmental gaps and build succession for a talent pipeline within the function €¢ Manage employee relations within the department €¢ Staff communication and motivation €¢ Conduct performance contracting, reviews and development €¢ Provides resources and removes obstacles to performance €¢ Recruit and resource for talent for positions within the department €¢ Onboarding of new staff members €¢ Perform other duties as and when required

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.