The Reservations Manager oversees all the operational
activities of the Reservations department (working closely with Front Office,
& Groups/Events team) and is responsible for the execution of the Revenue
Management strategies directed by Althoff Head Office, working closely with the
Directors of Sales, Marketing, General Manager and Althoff Revenue Team. The
role requires the capacity to balance the needs of the guests/booking partners
with the needs of the hotel to maximize room revenue and control of the hotel’s
room inventory, whilst ensuring guest satisfaction and repeat business.
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Handles the day-to-day reservation enquiries
according to LHW brand standards.
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Perform arrival checks
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Ensures delivery of 5-star experience to guests
while optimizing all guest revenue opportunities
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Ensure complaints are handled efficiently
according to 5-star standards.
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Ensures early, middle or late shifts coverage
Monday through Sunday.
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Works closely with LHW reservations and other third-party
booking sources to ensure all guest receive their special treatment as per various special benefits/VIP/consortia programs.
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Ensures all systems including Opera (PMS), Happy,
Synxis, Onix are being used in the appropriate manner and all data is entered
correctly.
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Build blocks / call-in allotments
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Ensures, all guest communication is neatly filed
and safely stored at one central point
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Extend or modify rates on Opera Claud
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Ensures, all Credit Application and Billing
instructions are neatly filed and clearly entered in the system
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Inspires a high level of creativity, personal
commitment to service excellence and an emotional sense of gracious hospitality
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Identifies and communicates leads to Sales Team
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Clearly communicates guest requirements to Front
of House
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Works with the Front Office Manager, Director of
Sales, Marketing & General Manager on the execution, implementation and
ongoing administration of the policies communicated by Althoff Head Office,
practices and programs to fully optimize it’s efficiency and distribution within the hotel.
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Prepares Month end reporting and analysis ready
for submission to General Manager and ownership.
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Daily completion of pickup reports –
communicated to the wider team and ownership.
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Supervises the hotel reservations system (Opera)
and distribution of inventory through relevant channels.
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Supervises third party OTA portals/channel
management and review meetings with Market Account Managers
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Identify
and monitor alternative third party channels to reduce OTA reliance/cost -
optimize and expand smart distribution partnerships.
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Develop strategies to drive business direct to
the hotel, rather than via OTAs, whilst balancing/nurturing the relationship
with Travel Agents in key source markets.
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Establish effective working relationships with
industry colleagues, oversee PMS, Global Distribution system and E-Marketing
initiatives, plus other reservations tools and processes
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Responsible to audit monthly due
commissions/approve for processing and share this information with the Finance
Department for processing/payment.
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Ensure all offers/packages are correctly routed
and revenue breakdowns are split to hit correct P&L (Rooms/F&B for
example.
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Effectively coach identified team members to be
able to perform reservations to be executed during any absence/holiday period.
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Maintain positive communication with other
departments in the hotel, particularly collaborative with Sales, Rooms and
F&B Divisions, stay well informed of major hotel activities and events.
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Stay well informed and plan ahead for city wide
events/localized compression.
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Establish a 365 day ahead key opportunity dates
calendar/offers calendar, with tactics ready to deploy based on 90-60-30 day
lead time and current demand and forecast.
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Oversee and audit the standards and operations
of the reservations department.
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Ensure web site booking process is maintained
up-to-date and functional.
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Ensure hotel personnel is fully competent in the
use of all systems
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Regularly check the input and the quality of
data (segmentation, tracking)
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Evaluate performance of distribution partners
and contracted rates (OTA, FIT, tour operator, corporate, consortia, groups,
etc.)
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Conducts regular competitor checks and visits
and maintains good relationship with the Reservation Teams in the competitor
set
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Works closely with LHW to ensure all standards
are met and new leads have been communicated
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Ensure compliance to all hotel policies,
procedures, programs
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Ensure an upsell culture exists throughout the
hotel, and higher categories proposed to drive revenue.
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Undertakes other ad hoc related
responsibilities, as required/requested.