Job Description

Role: Reservations

Location: The Address Glasgow

Duties and Responsibilities

Financial:

You will assist the Revenue Manager by achieving premium RevPAR through effective selling and management of room types, rate management and optimal market business mix. Assist in the preparation of occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in business levels. Manage no-show revenues. Assist the Revenue Manager in maintaining accurate records on pick-up, cancellations, no-shows, and sources of reservations. Monitor group wash / pick up.

People responsibility:

Assume responsibility for the execution of the reservations department's policies and procedures and manage the daily operation. Ensure reservation standards are met, conduct testing standards including call observation and conduct regular test calls and provide timely feedback. Assist in maintaining favourable working relationships among employees and other departments, to promote maximum morale, productivity and efficiency in the department through leadership and a fair and consistent display of discipline. Ensure the team is equipped to work quickly in high-pressure environments and able to handle stress. Keep staff well-informed of all changes in hotel policy, services, personnel, special activities etc. Develop and mentor reservations staff for future advancement.

Guest experience responsibility:

Ensure information on all 3rd party channels is correct and up to date. Ensure the reservations check have been completed correctly by the reservation department. Display a high level of integrity and professionalism at all times when dealing with guests and employees. Control all suite reservations in conjunction with the front office manager's and ensure special handling of top corporate clients, VIPs, and return guests across the cluster. Handle guest complaints keeping senior management well-informed of any problems and action taken.

Qualifications

Fluent in English Knowledge of telephone sales and upselling Excellent administration and organisation skills Computer knowledge required. Knowledge of the Hotosft Hotel System a plus. Accuracy & strong attention to detail Ability to prioritize in a fast-paced environment INDMANAGE