Reservations Manager

7 days ago

Adelaide Region SA, Australia Crowne Plaza Hotels & Resorts Full time

Your day-to-day

People

  • Manage daytoday staffing requirements, plan and assign work, and establish performance and development goals for team members
  • Provide mentoring, coaching and regular feedback to drive performance
  • Make available training and development opportunities
  • Facilitate performance management and disciplinary procedures in relation to staff in line with IHG guidelines

Responsible business

  • Ensure staff are properly trained and has the tools and equipment to carry out job duties.
  • Ensure, where appropriate, the Reservations Department is represented at each Responsible Business Committee Meetings, supporting action and follow up

Guest experience

  • Encourage guest feedback both directly as well as via HeartBeat to continuously improve guest satisfaction
  • Maintain a high level of product and service knowledge about all IHG hotels in your region
  • Focus on maintaining a high level of Reservations Accuracy through collaboration with the Front Office Manager and Front Office team (with assistance of policies & procedures).
  • Maintain accurate profile management in conjunction with the Front Office Manager, by consistently monitoring and merging profiles for accurate statistical data, high IHG Rewards Club guest recognition scores and accuracy of reservations.
  • Develop rapport with regular guests, clients and booking agents
  • Liaise with the local CRO/MACRO centre to ensure they have all the resources to understand and sell the hotel

Financial

  • Manage the daily operations of the reservations team and revenue systems, ensuring all reservations are made in line with current rates to optimise ADR and inventory balance
  • Actively manage all group business complying with IHG standards, maintaining accurate block management, ensuring wash factors are considered and actioned when appropriate to assist with accurate forecasting
  • Responsible for management of rate loading, accuracy and tracking across systems with Revenue Manager
  • Ensure bookings are managed accurately to provide high data integrity when it comes to reporting on production, allotment materialization and value add success
  • Support the Director Sales & Marketing and Revenue Manager, sharing insight where applicable
  • Understand the concept of Total Revenue Management and support the Commercial team to drive this culture within various departments of the hotels
What we need from you

Excellent written and verbal communication skills | Competent in using both Opera Property Management System and integrated Point of Sale and channel management systems | Strong organisational skills and ability to prioritise workflow | department |Bachelor's degree qualifications in hospitality, hotel management or similar with at least 3 years Front Office and/or Reservations experience |Strong numerical understanding will be key
How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day.

It's what connects every colleague in all hotels.

True Attitude:
being caring, wanting to make a positive difference, and building genuine connections with guests

True Confidence:
having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

True Listening:
focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

True Responsiveness:
is about providing guests with what they need, and doing so in a timely and caring manner

  • There's so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people._
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job

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