Enquiries, Bookings, Service Standards, Reservations, Travel, Travel and Tourism, Phone Manner, Following Up, Yield Management, Customer Service
Job description
The Reservations Manager plays a pivotal role in managing reservations, ensuring optimal occupancy, revenue maximization, and delivering an exceptional guest booking experience. This role requires strong organizational skills, a keen understanding of sales strategies, and effective team / leadership management. This is an extremely guest-centric role.
Key Responsibilities:
Reservation Management:
- Oversee and manage all reservation enquiries and bookings.
- Ensure all bookings are recorded accurately and promptly.
- Coordinate with the Revenue and Marketing teams to optimize reservations and revenue.
- Lead and mentor the reservations team.
- Provide regular training sessions to ensure the team is updated on the latest hotel offerings, promotions, and booking systems applicable to Totalstay.
- Work closely with the Revenue Manager to establish room rates based on occupancy trends.
- Collaborate with the marketing team to develop and implement promotions to increase bookings during off-peak times.
- Ensure that the reservations team provides outstanding guest service during the booking process.
- Address guest concerns and feedback related to reservations promptly and professionally.
- Manage the use and maintenance of reservations software and systems.
- Continuously seek improvements in reservation processes to enhance efficiency and guest experience.
- Education in Hospitality Management, Business, or related field.
- Minimum of 3 years of experience in a customer service role, with at least 2 years in a management.
- Proficiency in cloud-based project management and ticketing software is a plus.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to multitask and manage time effectively.
- Detail-oriented and highly organized.
- Guest-focused with a passion for service excellence.
- Proactive, adaptable, and solution-oriented.
- Exceptionally strong leadership skills.
- Ability to work in a high-pressure environment.
- A team player with strong leadership qualities.
