Job description

POSITION PURPOSE

To plan, direct, control and co-ordinate all Reservations activities to ensure smooth running of the department, while ensuring maximum revenue optimization from room sales. You will also be providing support to the Director of Revenue and to our hotel as we increase revenue throughout the company

ESSENTIAL FUNCTIONS

• Prepare and follow monthly objectives to increase occupancy and revenue

• Coordinate training of reservations team members

• Recruit and select all Reservations Team Members

• Follow the correct disciplinary procedures and keep records of Team Member’s performance

• Recommend and implement strategies to improve general operation of the department

• Ensure method of payment and credit policies are specified and checked prior to arrival

• Ensure all guest sales calls are handled promptly, accurately and in a friendly, professional manner

• Ensure dress standards and personal grooming of Team Members is maintained at all times.

• Respond quickly and professionally to all guest/team enquiries or complaints and provide relevant action.

• Keep and maintain an updated department SOP manual including all changes of policies and procedures along with any other relevant files and records

• Ensure that all Reservations equipment is maintained in good working order and appropriate repairs are organized

• Monitor Central Reservation System and Property Management System to ensure inventory is balanced

• Monitor and prepare strategies to reduce cancellations and no shows

• Check on variances between allotments and actual occupancies and releases prior to arrival

• Ensure all definite groups are tracked according to contract and be aware of tentative and prospect group business to be able to yield accordingly.

• Manage the allotment loading process and free-sell calendar to ensure property’s inventory is segmented in line with revenue strategies to achieve maximum RevPar.

• Monitor availability of specific room types, rates and allotments

• Ensure new and existing rate plans or specials approved by DOSM and DORM are effectively setup and delivered on time for distribution of rates to the market.

• Produce daily, weekly and monthly statistics and monitor trends utilizing company reports.

• Prepare, distribute and track campaign ROI reports for all marketing campaigns implemented

• Maintain a thorough understanding of all distribution systems & booking channels, working

• Maintain a high level relationship with Online Travel Agents and booking channel partners across both US domestic & international markets to maximize the property’s exposure through these channels.

• Attend regular scheduled meetings to ensure clear communication between all Departments.

• Stay atop of industry trends

• Support operation problem solving as required

• Work with both the property Operational and Owner Relations department & Accor A&R Asset Management to provide support towards effectively managing the Equitable Distribution System (EDS) & minimum return to Owner models.

• Attend regular Rev Max meetings to review high and low occupancy periods, events, segment trends and review potential revenue opportunities.

• Help identify, research, and implement revenue-producing programs as directed
• Collect and analyze data with respect to market/industry conditions
• Regularly audit content across all channels of distribution including performing “shop calls”
• Assist with preparing reports which monitor production of promotions and general revenue

• Be aware of & strictly enforce all government legislation with respect to customer, pricing, advertising rates, etc.

• Maintain brand standards & support all marketing activities including digital (social media)

• Carry out any other projects as directed by the Director of Front Office, Sales, Revenue & Distribution, Hotel Manager, General Manager or Area General Manager Hawaii.

POSITION SUMMARY

Focus on optimizing department processes and building lasting relationships with others within and outside of the business. You should be knowledgeable and deciding with excellent leadership and communication skills. You will support and assist revenue management leadership with optimizing hotel revenue for the hotel. In this role, you will assist with generating and compiling data, producing reports, and providing general and administrative support to revenue management leadership to maximize revenues.

JOB QUALIFICATIONS

Education:

• High School Graduate
• A bachelor’s degree in related field or equivalent experience

Experience:

• At least two (2) years of experience in a reservations department
• The ability to work accuratly and independently

JOB KNOWLEDGE

• Ability to communicate in writing to provide reports when requested
• Ability to effectively deal with internal and external customers and employees, some of whom will require a high level of patience, tact, empathy and diplomacy
• Extensive knowledge of Microsoft Office tools, especially Microsoft Excel to format, analyze and present data
• Excellent leadership, organizational, communication and interpersonal skills
• Must maintain professionalism, demonstrate sound judgement and good decision making skills

GENERIC

• Ensure that all information is kept confidential, unless otherwise advised.
• Ensure that all Occupational Health and Safety requirements for the company are met within your department. Report any workplace hazards as you see them and support the company in its endeavour to provide a safe workplace.
• Represent the company in a positive manner expounding the values, ethics and pride at all times.

Job Type: Full-time

Pay: From $68,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Night shift
• Weekend availability

Education:

• Bachelor's (Preferred)

Experience:

• Reservations Department: 2 years (Required)

Work Location: One location

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