Assistant Reservation Manager
Job Purpose:
Assistant Reservation Manager is responsible for providing hotel information, prices, counselling clients on terms and conditions of accommodation or making reservations and sending out confirmation notices as well as cancellation and no-show procedure. Also, for work with travel agency, both offline and online, to manage guest’s reservation, cancellations, etc. Assistant Reservation Manager works in close collaboration with Director of Revenue or Revenue Manager to ensure maximizing of rates, control of room types of allocations, appropriate yield management and contributing towards revenue generation through effective management of the team.
Basic Functions:
- Manages reservations through Property Management System and Central Reservation System, Extranet of OTAs.
- Supervises the reservations team, including, but not limited to scheduling, training, coaching, and reviewing the Reservation Clerk’s performance.
- Ensures reservation department and front office staff are constantly aware of availability, closed dates, high demand dates, rate changes, etc.
- Responds to all guest reservation requests and executes prompt, courteous and accurate guest service.
- Handles groups blocks, rooming lists.
- Performs Reservations Department basic training and onboarding.
Duties and Responsibilities:
- Anticipate guests’ needs, respond promptly and acknowledge all guests, maintains positive guest relations at all times.
- Maintain complete knowledge of:
- All hotel facilities/services, hours of operation.
- All guest room layouts, bed types, décor, appointments, and locations.
- Room availability for any given day.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Specific arrangements between hotel and travel agencies, corporate reservations center.
- Entertainment/special events scheduled in the hotel.
- Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
- Ensure staff's knowledge of hotel services, features
and amenities. Prepare and communicate assignments to the staff.
Access and ensure that Reservation Clerks properly access all functions of Reservations system. - Ensure that Reservations Team is well trained on how to use PMS, CRS, OTA extranets and refresh their knowledge constantly, incl. new staff onboarding.
- Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.
- Monitor and ensure that all reservations (including manual) are input into the system.
- Ensure guest history accounts are kept current.
- Ensure advance deposits, refunds of such and confirmation of both is processed.
- Work closely with other departments to effectively accommodate guests' special requests and amenities.
- Review Travel Agency Commission Report daily for accuracy; resolve any discrepancies.
- Control rooms inventory, including allocation and reservations to areas of maximum yield and blackout dates in collaboration with the Director of Revenue or Revenue Manager and Front Office Manager.
- Track sales promotions/advertising and provide feedback as necessary to relevant departments.
- Assist Director of Revenue / Revenue Manager with tracking and establishing pick up trends, occupancy history and market segment development to facilitate forecasting.
- Handling of correspondence with guests, OTAs, travel agencies, etc.
- Review reservation booked and reservation cancellations, expected arrivals report daily. Reviews no-show and cancelled reservations and processes charges according to hotel’s policy.
- Check reservations’ input to ensure all information is accurate: rate, rate code, dates, room type, source of business, market segment, etc.
- Monitor, supervise and coordinate groups reservations with the Sales team.