Duties and Responsibilities

• Manages team and inventory to maximize revenues at all times as well as guides the team to achieve goals.
• Responsible for maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximising revenue opportunities and satisfaction of guests and team members. 
• Ensures that audited results meet the standards required in LQE, MOQA and Forbes.
• Supervision on daily basis with reservation team the tracking of the no-show and cancellation reservations as well as daily arrivals for all guest requests to be carried out and communicated.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Ensures team members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, billing and processing contracts and motivating the team to increase productivity and monitoring their performance.
• Monitors same day selling procedures to maximize room revenue and control property occupancy
• Has full understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concern to offer better business solution
• Ensures all requests are handled by the team in time frame set by the company
• Ensure colleagues have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their dutie
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience
• Services our customers in order to grow market share.
• Build strong relationships with customers, guests and colleagues in order to gain full understanding of their needs and work to serve them effectively
• Sets a positive example for the Reservations Department
• Handles guest complaints and disputes
• Develops, implements and maintains a departmental orientation program for colleagues to receive the appropriate new hire training to successfully perform their job

• Manages team performance through developments plans, monitoring progress on a monthly basis
• Utilizes all available on the job training tools for colleagues
• Creates monthly labor scheduling for team
• Ensures an excellent working relationship with all colleagues within hotel