About the role
Job Description
Prime Function:
* Plan the room reservations. * Ensure proper selling techniques and strategies are utilized to maximize room revenues. * Coordinate all duties and responsibilities of the reservation department ensuring a high level of accuracy and efficiency. * Any matter which may effect the interests of the hotel should be brought to the attention of the Management.
Key Responsibilities:
Sales & Marketing Planning
* Plan & prepare forecasts on a timely basis for review. * Plan & prepare monthly reports, forecasts and other relevant reports. * Ensure that the various monthly statistical reports are generated and assist in the development of occupancy forecasts for the annual budget.
People Management
* Provide effective support to the team to enable them to provide effective and efficient services. * Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
* Ensure that the team has been trained for all safety provisions.
Financial Management
* Identify optimal, cost effective use of the resources and educate the team on the same. * Maintain and update corporate database, entering guest bookings to ensure guest information / records are kept up to date and accurate for future events. * Assist in the development of occupancy forecasts for the annual budget.
Operational Management
* Ensure that team refers to guest history before creating a Guest folio to follow special instruction in case of regular and VIP Guests. * Ensure the accurate positioning of the hotel in terms of occupancy and rooms availability * Ensure that the corporate account number is recorded on the Guest Folio to help monitor quantum of business generated through respective companies. * Ensure calculative overbooking. * Give discounts and corporate rates, as per the company’s policy. * Supervise and delegate work to reservation associate * Ensure that all reservations are recorded as per standard procedures. * Handle additional responsibilities as and when delegated by the Management.
Managerial Qualities
* Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness; * Ability to accept responsibility; * Self confidence, motivation, drive and tenacity; * Ability to enhance organizational performance; * Ability to clearly delegate tasks and responsibilities;
* Ability to think strategically, inductively, and creatively; * and the propensity to recognize and acknowledge other peoples’ ideas.
Qualifications
* Minimum 2 years of professional experience in Reservations, Front Office, or Guest Services within the hospitality industry * Excellent verbal and written communication skills in English; additional languages are highly preferred * Strong proficiency with hotel reservation systems and booking platforms * Demonstrated ability to multitask effectively in a fast-paced environment while maintaining accuracy * Exceptional organizational and time management skills with strong attention to detail * Proven ability to handle guest requests with professionalism, discretion, and problem-solving capabilities * Solid understanding of revenue management principles and upselling techniques * Strong data entry skills with a commitment to maintaining accurate records * Ability to work collaboratively with cross-functional teams in a supportive and inclusive environment * Customer service orientation with a genuine passion for creating positive guest interactions