Reservations Manager

Job Purpose  

To plan and coordinate all Reservations activities to ensure a smooth and efficient running of the Department, whilst ensuring maximum revenue is achieved and high occupancy is maintained.  Provides ongoing leadership, support and guidance to the entire Reservations team to ensure the overall success of the Department.      

Primary Responsibilities  

• Supervision, support and training of Reservations Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact 
• Provide direction & guidance to team members across departments
• Prepare and follow monthly objectives to increase occupancy and revenue 
• Handles all incoming reservations enquiries in a timely manner, taking particular care to up-sell and maximise revenue opportunities 
• Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity 
• Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area  
• Compile relevant Reservations reports as necessary
• Facilitate free sale reports to partners as directed by Director of Revenue
• Coordinate group bookings at the Hotel, attempting to fulfil client requests and special needs where possible   
• Check manifests and email booking confirmations to ensure they correspond with bookings in the Property reservation system   
• Attend regular Revenue meetings with the Director of Revenue, General Manager and Director of Sales and Marketing to review high and low occupancy periods, events and identify opportunities 
• Attend regular Front Office meetings to ensure clear communication between the Front Office Team, Sales Team and Reservations Team  
• Maintain records of special accounts including compiling company & travel agency statistics at the direction from the Director of Revenue
• Proactively advise Sales Team of any relevant sales leads 

• Minimum 1 year experience in a reservations/sales leadership role 
• Qualifications in Hospitality/ Tourism Management or Sales/Commercial 
• Hotel industry experience is preferred but not essential 
• Demonstrated leadership experience, in a sales environment preferred.  
• Strong computer and systems skills preferably in Opera Cloud.

Competencies  

• Positive energy, eye for attention to detail and strong drive for results 
• Demonstrative initiative to find solutions that maximise efficiency & drive positive guest satisfaction
• Ability to work with multiple stakeholders and fast paced environment 
• An ability to understand and navigate complex stakeholder environments 
• Strong focus and passion for hotel operations 
• Sound understanding of emerging trends in the industry  
• Demonstrated ability to coach, mentor, develop and inspire teams 
• Confident and articulate communication, negotiation, relationship and networking skills 
• Time management skills with the ability to multitask  
• Strong personal integrity 
• Good interpersonal skills with ability to communicate with all levels of team members 
• Flexible and able to embrace and respond effectively to change 
• Role model in Accor values and Heartist culture 
• Appropriate working rights to work within Australia