Reservations Manager

6 months ago

Melbourne, Australia SOFITEL Full time

Company Description

Sofitel Melbourne On Collins is one of Melbourne’s premier luxury hotels. Located in the Paris end of Collins Street, the hotel is accessible to all of the major activities of Melbourne. Whether it be the Australian Open, an AFL match at the MCG, some shopping for luxury items or just close to transportation - trams and trains are just outside the door. The hotel is known for its beautiful rooms, its superb Atrium Bar and its delectable No35 restaurant. We support our employees to develop and grow through regular and ongoing training, internal promotion opportunities and opportunities to relax through our employee events calendar.

**Job Description**:
To ensure that all incoming reservations receive a Luxury experience. Manage the reservations department to ensure highest conversion of reservation enquiries and maximum average room rate at all times. Direct reservations team to maximize sales of property rooms and facilities, and at all times monitor quality of reservations, statistical information provided and inter-departmental communications. Responsible for optimizing Hotel occupancy, average rate and yield. To convert all Reservation enquiries into bookings and take responsibility to attain the highest possible occupancy and average rate.

Key Responsibilities include:

- Monitor the Reservations Team’s sales performance, including conversion rate, ensuring best practices and brand compliance.
- Ensure the Reservations Team respond to all reservation requests promptly, accurately recording all bookings as per internal SOP’s
- Regularly checking average reservation handling reservation time/s, ensuring Reservation Ambassadors are being coached and developed to meet service targets.
- Ensure all Ambassadors upsell to higher room categories where possible
- Ensure all Ambassadors on-sell Sofitel Melbourne on Collins Food & Beverage Outlets
- Oversee Group Reservations, ensuring enough support is given during peak periods
- Conduct Annual and Probationary performance reviews for each Ambassador within the department
- Review monthly Resavision results with the Assistant Reservation Sales Manager, share results with the team and conduct the necessary training required to ensure that the scores sit above 90%
- Proactively maintain rates and availability in Opera PMS in consultation with Dir of Revenue Management.
- Maintain an open line of communication between Front Office and Reservations Office, including daily Luxury Briefing.
- Closely monitor allotments and ensure all are being utilised and not oversold unless advised with provision of accurate allotment statistics to the Director of Sales & Marketing.
- Maintain open communication with the Sales team, particularly with regard to rate requests and rate loading (GDS) or corporate client issues and feedback, upgrades etc
- Assist in the preparation and checking of rate grids, ensuring rates and rates schedules in Opera are correct.
- Ensure all commissions and payments are managed accurately and effectively.
- Manage all FOC rooms, ensuring that paperwork is complete and procedures are followed.

**Qualifications**:

- A proven ability to manage, engage and coach a team
- Highly organised and able to effectively prioritise tasks
- The ability to easily establish rapport and initiate contact
- Demonstrates versatility in responding to guest requests and situations
- Remains calm and effective in high volume work situations
- A good team player who proactively contributes to and assists co-workers
- An excellent working knowledge of Opera and Excel

Additional Information
**MY BENEFITS**:

- Opportunity to work at an iconic Melbourne luxury hotel in a convenient CBD location
- Local and international career opportunities with Sofitel La Maison and Accor
- Exposure, experience and growth in a fast paced luxury environment
- **Staff discounts for Accor accommodation and F&B

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