Reservations Manager-Fremantle Based

**MLKA Hospitality Recruitment specialises in remote, live in hospitality roles in remote, regional and outback areas Australia wide.**

We are seeking an experienced
**Reservations Manager** for this busy resort located in Western Australia.

This position is a live off position based in Fremantle, Western Australia in the companies Head Office.

**Commencement**: ASAP

**Package**:

- Attractive Salary Package Based on Experience
- 10.5% Super
- 4 Weeks Annual Leave
- Based on 5 days per week

**The Role**:
To successfully manage the resorts reservations department

**Duties and Responsibilities**
- Manage group and wedding bookings / inquiries
- Handle general customer inquiries, prepare quotations and provide additional information
- Folio Picking - to ensure they are cleared every month end and payments due are received
- Prepare end of month reservations reports for Finance for Board and Resort Manager
- To deal with customer inquiries / complaints in an effective, courteous and efficient manner
- To manage SynXis CRS, My portal with rate distribution and inventory management.
- To manage rates and inventory on siteminder and booking button and upload any promotional rates when needed to receive bookings online.
- Manage rates and promotions on all 3rd party websites
- Liaise with Wholesalers and produce annual rates and contracts
- Month end invoices to all wholesalers
- Manage the reservations system. Hotel PMS with rates etc.

**Customer Focus/Management**
- To act on customer feedback to improve our services. To report on guest feedback and advise on systems and management of guest feedback.
- Act on feedback on all 3rd party websites and reply in a positive manner on behalf of the Resort.
- To ensure accurate statistical records are kept and maintained and delivered to the Resort Manager on a daily/monthly basis
- To consistently deliver products and services that meet the service standards and expectations of guests
- To ensure that a professional and dedicated service is delivered in the handling of guests
- Confidentiality of guest information including but not limited to credit card and personal information of house records
- All guest communications ie. Confirmation, upcoming stays etc are updated based on information
- To ensure website information is updated and liase with Marketing for any changes required
- Ensure that Facebook comments are read and replied to including private messages

**Strategic Management**
- To decide on marketing activities and promotions, design newsletters to be sent out monthly or when required to push sales activities.
- Sales mix forecasting and predictions
- To develop relationship and work closely with Reception/Guest Relations to capture and maximise revenues through booking activities and upselling of rooms.
- To assist in special reports as requested by the Finance/Resort Manager/Managing Director.
- To work on promotional material and offers, guided by industry knowledge and historical outcomes.

**Financial & Sales Management**
- To effectively ensure all revenue opportunities are captured to achieve occupancy and room revenue budgets.
- Manage wedding leads and opportunities through CRM, submit proposals and follow-up to close wedding deals.
- Work on new group requests for meetings, social gatherings etc - Continue to follow-up on previous groups stayed to get them to return.
- Work on yoga groups and boot camps

**Training and Development**
- Ensure training manuals are kept updated every 6 months.
- Ensure Reservations staff are trained in all aspects of Customer Service, PMS systems and Reservation procedures.

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