Multi-Site Reservations Manager

• 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 endure rooming lists and confirmation 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 and account disputes.
• Adhere to all Reservations standards as outlined in respective manuals
• Assist OPS 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 OPS 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
• 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.

Customer Relations

• Provide efficient friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect sensitivity and transparency.
• Take every opportunity to be a salesperson by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to Offer the Best Service to Our Customers.

Qualifications :

Your experience and skills include:
Guest focused personality is essential.

Additional Information :

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English additional languages are a plus

Remote Work :

No

Employment Type :

Full-time