Reservation Manager

4 weeks ago


Mumbai, Maharashtra, India Accor Full time

At Accor, we are committed to delivering exceptional guest experiences and providing unparalleled service. As a Reservation Manager, you will play a critical role in ensuring the smooth operation of our hotel's reservations process.

Key Responsibilities:
  • Manage the reservations operations, ensuring that hotel standards and procedures are fully known and followed.
  • Supervise the reservation and telephone operator section, ensuring that all incoming and outgoing room reservation requests are attended to and handled as per hotel standards and procedures.
  • Provide a distinctive service to guests, enhancing their loyalty and improving the hotel's image and revenue.
  • Recognize potential clients and transmit information to the sales department.
  • Recognize VIP guests and apply the concerned policies.
  • Maintain a good commercial relationship with all bookers, including guests, companies, and agencies.
  • Promote Accor loyalty programs and hotel promotions.
  • Ensure the privacy of guests and the confidentiality of information is respected.
  • Act as a representative of the management when dealing with guest complaints or difficulties that cannot be resolved by the reservation team.
  • Manage guest complaints in a professional manner, resolving them to the guest's satisfaction and recording them.
  • Be aware of and report all guest comments or complaints.
  • Maintain accurate Guest History records and pre-register recurring guests.
  • Ensure a perfect knowledge of the hotel configuration and products among team members.
  • Achieve Quality tools and yield management performance with the reservation team.
  • Implement and control Focus and other financial and audit procedures.
  • Offer assistance at any time in the operation and monitor, highlight, and suggest improvements on any dysfunction.
  • Ensure proper use of all equipment and property management systems, with a perfect knowledge of set-ups.
  • Implement and follow up on daily checklists.
  • Assist in securing external guest accommodation in case of overbooking.
  • Provide updated reports and statistics to management and other departments.
  • Update availability and rates charts on TARS and other booking systems/channels.

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