Accor HQ

Pubblicata

Reservation Manager

Cosa comprende il lavoro

Company Description

"Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo!

Job Description

Responsibilities and essential job functions include but are not limited to the following:

To manage the reservations operations, including the communication Center, ensuring the hotel standards and procedures are fully known and followed.
To ensure a proper teamwork and supervise the reservation and telephone operator section at all times.
To ensure the all incoming and outgoing room reservation request are attended and handled as per the hotel standards and procedures.
To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
To recognize potential clients and to transmit information to the Sales Department
To recognize VIP guests and to apply the concerned policies.
To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
To promote the Accor loyalty programs and the hotel promotions.
To ensure the privacy of the guests and the confidentiality of the information is respected.
To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
To call Dir. Of Rooms or the RM for advice in serious cases or if an approval is required.
To be fully aware of and to report all guest comments or complaints.
To ensure that telephone etiquette is properly used as per Fairmont standards.
To ensure a perfect knowledge of room types and rates structure among the reservation team.
To ensure the accuracy of all booking information entered in the PMS.
To ensure the Guest History records are accurately maintained and all recurring guest are pre-registered.
To ensure a perfect knowledge of the hotel configuration and products among the team members.
To ensure the achievement of Quality tools and yield Management performance with the reservation team.
To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
To implement and follow up daily check lists.
To assist in securing external guest accommodation should an overbooking occur
To know the competitors and to gather information about their activities and Sales
To provide updated reports and statistics to the management and other departments.
Update availability and rates charts on TARS and other booking systems/channels.
To respect schedules, terms and deadlines as agreed with the management.
To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
To ensure that all team members are updated with latest administrative, organizational, operational or other changes and news.
To be updated with the competitors offerings and rates.
To liaise closely with sales on rate management.
To conduct a daily line up briefing with the reservation team to recapitulate task and activity.
To attend any inter-departmental meeting using this opportunity to encourage the interactivity with reservation team and to review the operational standards and procedures.
To share daily activity highlights with the Revenue Manager, including internal and external guest opportunities.
To interview potential candidates and assist in new employees integration in liaison with HR department.
To create an atmosphere of high morale and happy working relationship among the staff.
To conduct staff evaluations and surveys.
To develop staff motivation and performance through action plans.
To become involved in staff retention and satisfaction.
To ensure training and regular “refresher” courses are conducted and attended as scheduled.
Assists with other responsibilities and duties in the absence of a team members or other tasks assigned by the manager.
Follows all policies and procedures ascertained by the hotel.

Qualifications

Prior experience in Reservations Management is an asset. Minimum of 2 years of experience as Sales Manager / 3 years of experience as Front Office / 2 years of experience in a related field
Excellent reading, writing and oral proficiency in English language
Strong leadership, interpersonal and training skills
Good communication and customer contact skills
Service oriented with an eye for details
Ability to work well in stressful & high-pressure situations
A team player & builder
A motivator & self-starter
Well-presented and professionally groomed at all times