Reservations Manager

2 weeks ago

Mumbai, Maharashtra, India Novotel Hotels Full time
Job Description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist, and let your heart guide you in this world where life beats faster.

Job Description

Reservations Operations

- Manage daily reservations processes, ensuring all requests are handled in line with brand standards and response time.
- Ensuring that quality of reservation is maintained in terms of guest details, rates, payment methods etc.
- Supervise the reservations team, ensuring clear communication and a collaborative, service-focused environment.
- Organize training for all staff.
- Maintain updated rate and availability information on TARS and other booking channels.
- Ensure accurate input and tracking of guest history and preferences.
- Oversee daily checks, reservations reports, and ensure systems are updated in real-time.

Guest Experience & Complaint Handling

- Serve as a representative of Management for guest complaints when necessary.
- Handle and resolve reservation-related issues in a professional and guest-centric manner.
- Promote loyalty programs and hotel offers to maximize guest retention and upselling opportunities.
- Ensure guest privacy and information confidentiality is strictly maintained.

Commercial Focus

- Identify potential business opportunities and communicate leads to the Sales team.
- Build strong relationships with corporate clients, travel agents, and third-party partners.
- Support revenue optimization by monitoring availability, yield, and demand trends.
- Contribute to quality audits, upselling programs, and performance targets.

Systems & Procedures

- Ensure full understanding and correct usage of all reservation systems and tools.
- Oversee implementation of daily checklists and SOP adherence.
- Monitor performance metrics and provide reports to management regularly.
- Suggest improvements and flag any dysfunctions or process inefficiencies.

Qualifications

- 5-7 of experience in hospitality with international brands
- Strong user knowledge of Microsoft Office Suite.
- Passion for leadership and teamwork.

Additional Information

- Employee benefit card offering discounted rates at Accor hotels worldwide.
- Develop your talent through Accors learning programs.
- Opportunity to grow within your property and across the world
- Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.

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