Direct Reservations Manager

SUMMARY:
Career Opportunity at a Prestigious 5-Star Hospitality Management Company!

We are currently seeking a Direct Reservations Manager to lead and optimise our reservations operations and ensure a seamless guest booking experience.

CPT | Onsite | Permanent | R19k - R26k

POSITION INFO:
DUTIES AND RESPONSIBILITIES:

Management

• Pro-active involvement in the sales and reservations of all properties through all direct channels available.
• Understanding and maintaining the integrated systems within a hotel, their policies and procedures.
• Track sales programs/promotions and provide feedback to management to further enhance sales.
• Participate in the preparations of strategic plans for the hotel.
• Display exceptional leadership by providing a positive work environment, counselling employees as appropriate, and demonstrating a dedicated and professional approach to management.
• Ensure effective communication amongst the individuals within the department, as well as between other departments of the group.
• Ensure that all information cascaded down from Groups Support Services and the Travel Support Manager is shared with all the employees reporting to you.
• Ensure that Groups Support Services and the Travel Support Manager are aware of incidents or changes on the Properties that might affect other parts of the Company or other Properties.

• Knowledge of room availability at all times, for future and present dates.
• Ensure maximum availability promoted on Opera.
• Ensure all weekly arrivals are confirmed with payment.
• Making reservations for direct clients on Opera.
• Upsell using suggestive and selling techniques.
• Maintain effective communication with the Front office staff and Host Manager regarding group arrivals.
• Maintain a high level of destination knowledge and tourist information.
• Maintain knowledge of special/rates/offers/promotions.
• To investigate and take prompt action regarding queries and complaints.
• Take control of reservations and payments for VIP bookings.

• Promotion of Leisure Club signups and training regarding Leisure Club to staff.
• Ensure accurate capturing of all information on Opera by all staff within the Direct Reservations Department
• Ensure that any special requests or preferences by guests are noted correctly on Opera and communicated to all other departments affected.
• Assist the revenue manager with reporting where applicable.
• Opening Rooms on availability grid in order to accommodate reservations.
• Compiling and maintaining of departmental SOP's.

• Follow up on any outstanding guest payments, before the arrival of the guest.
• Ensure that the Package Potentials and Manplan within your Division are always within optimal levels to ensure maximum productivity within the budget; and if not, report this to the Travel Support Manager.

• Ensure that the correct “On-Boarding Processes” are followed for all new recruits within your division.
• Ensure that the correct “Exiting Processes” are followed for all employees within your division.
• Hold regular on-the-job training and coaching sessions to ensure that staff perform their duties effectively and efficiently.
• Conduct probationary and performance reviews timeously.
• Accurately complete HR Status forms and submit them before the deadline.
• Train, develop and motivate all staff within the Direct Reservations Department.
• Setting and implementing performance standards that will ensure absolute guest satisfaction.
• Ensure that the dress code procedures for your department is in place and that all employees are neat and tidy.
• Ensure that fair and equitable discipline is applied.
• To manage your staff's OPS files.

• Applicable Tertiary Qualification will be advantageous

• Minimum of 2 years’ experience in the same or similar position; in a luxury hotel sector.
• Familiar with all duties and procedures in the Reservations Department for a Hotel.

• Interaction with Others; Personal Effectiveness; Communication; Cognition/Thinking; Management/Leadership; Time Management
• Building Customer Loyalty; Customer Focus; Negotiations; Relationship building