Reservations Hospitality Professional

6 days ago

Gold Coast, Queensland, Australia beBeeCustomer Full time $90,000 - $120,000

About the Role

As a Reservations Manager, you will be responsible for ensuring an efficient and smooth operation of the Reservations Department. You will also be required to maximize hotel room revenue through effective pricing and inventory management.

Critical Responsibilities

  • Understanding Markets & Maximizing Revenue
    • Identify new reservations sales business opportunities to achieve personal and property revenue goals.
    • Understand the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand etc., and know how to sell against them.
    • Closely monitor market conditions and property needs to secure the best opportunities for the property.
    • Implement same day selling procedures to maximize room revenue and control property occupancy.
    • Gain a deep understanding of the property's primary target customer and service expectations; serve the customer by understanding their business, business issues and concerns, to offer better business solutions.
  • Conducting Daily Reservations Sales Activities
    • Manage reservation sales to ensure business practices align with the hotel revenue management strategy.
    • Champion the Marriott Bonvoy loyalty program and promote a loyalty mindset within the team.
    • Proactively drive Marriott Bonvoy enrolment and Group Occupancy, setting monthly targets for the reservations team to achieve.
    • Nurture a network of clients to enhance occupancy levels and room yield.
    • Establish monthly upsell targets for the reservations team and provide coaching on achieving these goals.
    • Effectively manage all FIT commission payments through CTAC and investigate individual commission queries.
    • Process Group commission invoices promptly in conjunction with Finance.
    • Manage Group bookings and distribute Group Rundowns to the team within one week from arrival.
    • Actively communicate and manage group blocks with clients in collaboration with the Event Planning lead.
    • Anticipate guest accommodation requirements and offer prompt, efficient service either personally or through effective management of reservations staff.
    • Monitor Room Type availability and inventory on a daily basis.
    • Communicate any events or issues that may impact hotel operations and profitability.
    • Maintain and update Hotel PMS to accurately track account productivity and regular guest activity.
    • Promote a hands-on approach in the reservations department.
    • Participate in weekly yield meetings.
    • Keep the reservations team informed about relevant information, such as new package promotions, in-house activities, and operational feedback.
    • Create and maintain a team environment, training reservations staff in the Reservation process.
    • Assist in designing and implementing reservation agent incentives (up-sell programs), including effective monitoring processes.
    • Frequently offer feedback and assistance.
    • Collaborate with the Hotel Sales team to accommodate VIP guests and requests.
  • Providing Exceptional Customer Service
    • Deliver excellent customer service.
    • Interact with guests to gather feedback on product quality and service levels.
    • Respond effectively to guest problems and complaints.
    • Empower staff to provide exceptional customer service.
    • Provide constructive feedback to improve service performance.
    • Review comment cards and guest satisfaction results.
    • Build and contribute to teams by leading and participating.

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