Reservations Manager

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  • Department:
    Sales, Marketing and Reservations
  • Position Commitment:
    Full Time
  • Location/Hotel - click here for more information on the property:
  • Vacancy Reference:
    1166
  • Vacancy Start Date:
    20 November 2018
Reservations Manager

We are now looking for a Reservations Manager to lead our brilliant Reservations Team!

Being a key part of the Splendid family, all our team members need to be able to promise to:

  • Being the Best;
  • Making Responsible Decisions;
  • Treating others, the Way They Would Like to Be Treated;
  • Continually Challenge Yourself and Each Other.

Position Purpose

  • The role of the Reservations Manager is to lead a peak performing reservations team to ensure we are delivering a 5*customer service, efficient and effective call handling and conversion to maximise on total revenue, The role will have a complete oversight and full understanding of the Rooms business and work closely with the Revenue Manager to ensure the Rooms Budget delivery

Key Responsibilities

  • Overall accountability for the day-to-day operations of the reservations department.
  • Create and lead an ambitious, driven and innovative team, to coach and motivate to ultimately increase rooms revenue.
  • Ensure that the PMS system is up to date at all times and that quality checks on profiles are completed on a timely basis, with any relevant guest information communicated to the operational team.
  • Work closely with the Revenue Manager in implementing the rooms rate strategy including updating accommodation rates on a daily basis.
  • To ensure that inventory on all sites is correct at all times
  • Ensure the selling strategy and other relevant information communicated and understood by the reservations team.
  • To support the Groups Co-ordinator in the handling of enquiries
  • Support the Reservations Agents in the handling and conversion of client enquiries.
  • Creating and monitoring upsell strategies and incentives.
  • To support and assist in producing the hotel budget on an annual basis and assist with forecasting the rooms revenue on a weekly basis.
  • Ensure that all hotel websites have the correct information, offers, packages etc.
  • Deliver a pro-active sales culture within the office.
  • Complete weekly and monthly reports (where required) on rooms revenue.
  • Ensure effective communication between all operational departments and the reservations team

Person Specification

1. Knowledge, Skills & Abilities

  • Effective decision making skills
  • Strong problem-solving skills
  • Ability to acquire and maintain relationships e.g., associates, customers, vendors
  • Excellent communication skills (verbal, listening, writing)
  • Strong organization skills
  • Ability to use standard software applications and hotel systems
  • Strong analytical skills
  • Effective conflict and change management skills
  • Strong customer relation skills
  • Good training/facilitator skills

2. Proven Experience/Education Level

  • High School Diploma or equivalent required; Bachelor’s Degree preferred
  • Hospitality Management Degree beneficial
  • Managerial experience required
  • Full knowledge of Opera PMS required
  • Financial management skills e.g., ability to analyse P&L statements, develop operating budgets, forecasting and capital expenditure planning

 


 
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Location
The Grand Hotel & Spa York
Grand Hotel, York, Yorkshire, United Kingdom, YO1 6GD
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