Role: Reservations
Location: The Address Glasgow
Duties and Responsibilities
Financial:
* You will assist the Revenue Manager by achieving premium RevPAR
through effective selling and management of room types, rate management
and optimal market business mix.
* Assist in the preparation of occupancy and revenue forecasts
and keep all department heads well informed of any unexpected changes in
business levels.
* Manage no-show revenues.
* Assist the Revenue Manager in maintaining accurate records on
pick-up, cancellations, no-shows, and sources of reservations.
* Monitor group wash / pick up.
People responsibility:
* Assume responsibility for the execution of the reservations
department's policies and procedures and manage the daily operation.
* Ensure reservation standards are met, conduct testing standards
including call observation and conduct regular test calls and provide
timely feedback.
* Assist in maintaining favourable working relationships among
employees and other departments, to promote maximum morale, productivity
and efficiency in the department through leadership and a fair and
consistent display of discipline.
* Ensure the team is equipped to work quickly in high-pressure
environments and able to handle stress.
* Keep staff well-informed of all changes in hotel policy,
services, personnel, special activities etc.
* Develop and mentor reservations staff for future advancement.
Guest experience responsibility:
* Ensure information on all 3rd party channels is correct and up
to date.
* Ensure the reservations check have been completed correctly by
the reservation department.
* Display a high level of integrity and professionalism at all
times when dealing with guests and employees.
* Control all suite reservations in conjunction with the front
office manager's and ensure special handling of top corporate clients,
VIPs, and return guests across the cluster.
* Handle guest complaints keeping senior management well-informed
of any problems and action taken.
Qualifications
* Fluent in English
* Knowledge of telephone sales and upselling
* Excellent administration and organisation skills
* Computer knowledge required. Knowledge of the Hotosft Hotel
System a plus.
* Accuracy & strong attention to detail
* Ability to prioritize in a fast-paced environment