Job Description

Key responsibilities: Reservations Operation Management: Supervise and ensure the smooth daily operation of reservations, providing optimum service to all contacts. Ensure restaurant reservations operate smoothly and maintain accurate rate information in the Property Management System (PMS). System Maintenance and SOP Adherence: Review and update room availability and restaurant reservations in the PMS. Conduct spot checks to ensure adherence to standard operating procedures (SOPs), updating them as needed. Rate Control and Yield Management: Control availability and rates for the Global Distribution System (GDS). Prepare and maintain yield calendars and distribute them to relevant departments. Staff Management: Monitor telephone traffic, prepare work schedules, and ensure accurate recording of staff working hours. Conduct regular appraisals, training, and cross-training within the department and other hotel departments. Training and Development: Conduct daily training and coaching based on feedback and customer satisfaction indices. Assist in staff recruitment and ensure awareness of promotional rates and packages. Reporting and Correspondence: Prepare and distribute reservations and statistical reports. Analyze telephone test calls and customer satisfaction indices, taking appropriate actions. Review incoming correspondence and distribute it to the reservation staff. Luxury Hotel Experience required