Reservations Manager

Kempinski Hotels


Date: 11 hours ago
City: Al Khobar
Contract type: Contractor
Department: Sales & Marketing

Location: Saudi Arabia - Al Khobar

Description

The incumbent of this position is responsible for the efficient functioning of the Reservations department.

Key Responsibilities

  • Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
  • Train, develop, and motivate staff to increase productivity.
  • Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients' satisfaction and adherence to Kempinski service standards.
  • Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
  • Review MyFidelio, OCM & PMS availability keeping sufficient inventory for high yield segments.
  • Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
  • Ensure all internal package breakdowns are loaded and in line with financial department.
  • Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents' commissions, staff responses to clients, etc.
  • Control no show and late cancellation charges.
  • Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
  • Ensure that the team is aware of the internal credit policy.
  • Follow up on lost business and bring information about them to the knowledge of the department superiors.
  • Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
  • Spot-check reservations made the previous day and check all VIP arrivals.
  • Prepare reports on a monthly basis.
  • Maintain all reservation standards.
  • Keep department informed of all changes in systems or procedures.
  • Monitor reservation pick-up for the coming months.
  • Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
  • Test calls LQA / IFH results > 85%.
  • Maintain an internal up sell programme for the Reservations department (benefits / team competition).
  • Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
  • Select and recruit suitable employees for the department using prescribed set of policies and procedures.
  • Conduct annual performance evaluations.
  • Perform any other duties as assigned to him/her by management.

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