Reservations Manager DURBANVILLE

LOCATION: DURBANVILLE

Objective

Under the direction of the Strategic Manager(s), and within the limits of our clients policies and procedures, to receive and accurately manage the Reservations Department.

Ensures the smooth and efficient operations in the Reservations department through prompt, effective and proper service to achieve maximum exposure to meet or exceed the clients objectives.

Supervising General Job Performance of each Reservation consultant within the department, implementing of policies and procedures under guidance of the Strategic Manager (s), training, responsible and perform any other duties that might be requested by Management.

Main Responsibilities

• Overseeing the day to day running of the Reservations Department in line with the Proactive Reservations procedures and polices
• Manage the team effectively by:
• Problem Solving
• Coaching and leading the team to take accountability for their work
• Guiding the team to know all properties and each PMS system encouraging collaboration within the department
• Creating a Positive working environments with the Proactive Philosophy at the forefront
• Encourage employees to embrace failures and mistakes and utilise them as a learning opportunity individually and as a team
• Encourage individual accountability

Administration

• To ensure all team members have completed their daily, weekly & monthly tasks as per the Proactive standard and accordance with specific client requirements
• Ensuring all Client Reservation Folders are up-to-date and in line with the Company Standard
• Compiling and communicating the monthly Rota to the team ensuring the Office is covered from Monday to Sunday and it is in line with the Company working directory
• Ensure reservation team members are answering the Telephone as per the Company standard
• Monitor and document both successes and errors within the reservations department
• Adjust proactive training processes in accordance with successes and errors that are relevant and could reoccur
• Reviewing of property policies and procedures on a quarterly basis and make recommendations if changes are required

Rates and Reports

• Daily review of overview of client reservation booked
• To be fully converse with all rates and offers for each property and ensuring that reservations staff are up to date
• Ensuring STO lists and rate sheets for all properties are kept up to date for all properties and that these are linked to update to date database of who qualifies for each rate
• Weekly review of arrival reports for analytical purposes
• Weekly review of occupancy forecast analytical purposes
• Responsible for various reports as agreed with Strategic Manager
• Identify Top Producing Accounts on each client to ensure proper recognition by Reservation staff.

Sales & Revenue

• Ensuring all teams members are completing their daily, weekly & monthly financial reports are correct and up to date
• To have an overview of each property ensuring all accounts are up to date and communicating any issues to the relevant person
• To ensure all commission invoices are correct and tracked accurately to avoid excess commission payments
• To prepare the weekly accommodation figures for each property and communicate with all relevant parties
• Understand the clients budget & targets and ensuring the team are delivering as per the Company USPs
• The department is trained on each property deposit & cancellation terms
• The team are correctly logging No shows and cancellations per the property standard.
• Analysis each property individually and identify & communicate any potential Sales needs to increase revenue to the Strategic Manager(s)
• To be fully converse with all PMS used within the Company
• Identify & report any potential risk factors that may impact revenue

Research & Personal Development

• Keeping abreast with tourism, consumer, marketing trends
• Research new and updated PMS to enhance productively for clients
• Attending courses and seminars related to hospitality and tourism marketing to incorporate new ideas within our strategies

Miscellaneous

• Creating a positive relationship with colleagues: They are part of the internal approach NOT to work in silos but one company bringing the departments as one. Therefore, their interaction with Management and Employees are an example and needs to be a positive influence.
• Travelling required
• Valid Passport always required
• Maintain a professional and positive attitude in all dealings with clients either on the phone or in person.