Reservations Team Lead
5 days ago
We are seeking a seasoned hospitality professional to lead our Reservations Department during shift by assisting to coordinate operations. This dynamic role requires individuals who excel in their position and help our guests achieve success.
Duties and Responsibilities- Sell hotel products and services using up-selling and suggestive selling techniques to drive revenue growth.
- Develop and implement action plans to increase reservation sales and associated business opportunities.
- Manage special billing arrangements for groups and conventions, ensuring seamless execution.
- Liaise with Guest Service Leader or Finance Manager for all reservations requiring credit approval, maintaining strong relationships.
- Stay informed about special rates, offers, and promotions to provide exceptional guest experiences.
- Monitor reservation levels and inform Managers of current and future occupancy rates, driving strategic decisions.
- Prepare reports as requested, such as those for travel agents and business houses, highlighting key performance indicators.
- Generate reservation sales reports to analyze performance and identify areas for improvement.
- Foster a collaborative team environment through daily communication and coordination with colleagues, promoting a one-team approach and reliable service standards.
- Work closely with superiors on manpower planning and management needs, ensuring optimal resource allocation.
- Collaborate with superiors in the preparation and management of departmental goals and objectives.
- Respond promptly and professionally to guests' inquiries, adhering to brand standards and providing exceptional service.
- Address guests' complaints effectively, following established protocols and escalating issues when necessary.
- Deliver tailored solutions to meet guests' special needs and requests, ensuring repeat business and positive word-of-mouth.
- Efficiently process amendments to reservations, including extensions and early departures.
- Investigate and record no-show reservations, minimizing losses and optimizing revenue streams.
- Process reservations made via phone, fax, email, and other channels, ensuring accurate recording and prompt follow-up.
- Accept wait-list reservations, providing clear communication and updates to guests.
- Ensure adherence to Occupational Health and Safety policies and procedures, prioritizing employee well-being and safety.
- Be familiar with property safety, first aid, and emergency procedures, operating equipment safely and sensibly.
- Support the hotel's corporate social responsibility initiatives, contributing to community involvement, environmental stewardship, workplace health, and food safety.
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