Job Overview
- Oversee the daily operations of the reservations department to ensure smooth workflow.
- Supervise the processing of all room reservations (individual, groups, and corporate) accurately and efficiently.
- Ensure that reservations entered yesterday correctly in the system with proper details and special requests.
- Conduct regular arrival checks for upcoming guest arrivals to ensure all details, requests, and arrangements are accurate and well-prepared.
- Respond to guest inquiries and requests in a timely and professional manner.
- Ensure clear and courteous communication with guests and travel agents.
- Handle complex or escalated reservation issues and provide effective solutions.
- Supervise and guide the reservations team, ensuring high performance and productivity.
- Train team members on reservation systems (Opera, CRS, OTA extranets, etc.), policies, and procedures.
- Schedule shifts and allocate tasks to team members for balanced workload.
- Monitor and report booking trends, cancellations, and no-shows.
- Support sales activities by preparing reservation pick-up report and forecasts.
- Coordinate with Front Office, Sales, Revenue, and other departments for guest requirements and special arrangements.
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