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Level of
Senior Manager
authority
Purpose To
manage the day to day
reservations operations
To
act as the main link between
marketing, sales, events, spa,
golf in managing the
reservations systems so that the
hotel achieves the best mix of
business to achieve its business
strategies and objectives
To
be aware of the departmental
business performances and goals
to ensure that sales and profits
are maximised at every
opportunity by attracting the
right type of business, at the
right time, and at the right
price to ensure that the resort
is operating to its full
potential
To
monitor all trends and
developments of the hospitality
and reservations industry making
the Chairman and Directors fully
aware of all developments that
may influence or change the
business strategies for
maximizing room occupancy,
average rates
To
play a leading role in the
development of the reservation
strategies to be implemented
through the ability to react to
changing market conditions and
business needs
Responsibilities To
receive and process all
accommodation enquiries, make
reservations, maintaining data,
rates and availability across
all distribution channels,
managing accurate rates and room
stock status in order to
maximize room occupancy, average
room rates, inter-departmental
hotel revenues
Relationships The
Chief Executive , The Chairman,
Finance Director, Spa Director,
Food & Beverage Director, Golf
Operations Manager, HR Manager,
Sales Manager, Golf/
Sales/Events Coordinators,
Departmental Managers, IT
Manager, Sabre Hospitality
Solutions
Main Duties - Reservations
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To set
up, in conjunction with the
Chief Executive, Finance
Director, Sales Manager and
IT Manager all the necessary
policies and procedures to
manage the reservation
systems to reflect the
Company’s ethos and
standards
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To work
with a series of colleagues
to identify and upload all
necessary data, rates, room
details and pertinent
information to ensure that
the end results can be
reflected in and connected
to all external distribution
channels and the hotel
property management system
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To ensure
that the relevant
information is reflected in
the new web site design
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To liaise
with Sabre Hospitality
Solutions in the
introduction and maintaining
of the necessary processes
and procedures to ensure
that the Synxis system
operates to its best
potential
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To
introduce and monitor all
necessary forms and paper
work to assist in the smooth
running of the departments
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To
frequently update the
Property Management System
(with its automatic links
and connections to all third
party distribution channels
and the web site) with all
types of availability
updates, rate changes
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To carry
out personally and supervise
others in the accurate
taking and recording of
reservations, either over
phone, through web site, fax
or correspondence ensuring
that a professional and
courteous image is created
at this first point of
contact reflecting the
standards of a luxury hotel
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In the
event of a request for
multiple rooms, to liaise
with the sales manager,
events coordinators, golf
management, spa management
as appropriate regarding the
types of rooms available,
rates, acceptable numbers of
rooms, terms and conditions
and after consultation to be
the sole arbiter of the
offer to be made. In a case
of differences of opinion
with colleagues the decision
should be directed to the
Chief Executive for his
final ruling
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To
frequently monitor during
the day the status of
reservations and forward
bookings and to take
appropriate action to update
all systems, rates, and
availability across all
channels reacting to the
moving trends, either
upwards or downwards, in
order to maximize the
occupancy and rate
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Maintain
the integrity of the
resort’s data, rates and
availability across all
distribution channels at all
times
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To keep
the senior management team
informed as to the expected
occupancies for the
forthcoming four week period
and to highlight any
significantly high
anticipated levels of future
occupancy
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To work
closely with the sales
manager, director of the spa
and the golf management team
finding creative ways of
sourcing and encouraging new
business opportunities
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To liaise
with the Chairman and
Council in the close
relationship with the PGA
and Organisers of the Open
Championship Qualifying
Tournament to ensure that
every opportunity is
followed to maximize
occupancy over the event
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To
develop a close working
relationship with the
council and officers of the
club to foster relationships
to encourage members to
facilitate their
reservations for
accommodation
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To work
closely with the golf team
in the communication,
booking and confirmation of
requests for tee times when
received through the wider
reservations network working
within the laid down
policies for non members
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To
encourage all guest at the
reservation stage to make
use of the food and beverage
and all other guest
facilities during, the
course of their stay by
encouraging pre-arrival
reservations and especially
selling spa treatments
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In
conjunction with the sales
and marketing executives
think of creative ways to
develop the business, for
all the outlets of the hotel
especially spa services and
golf tee times
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To act in
an attentive, courteous and
helpful manner to members of
the club at all times
catering for their needs but
upholding company processes
and procedures
diplomatically. Avoid any
confrontations particularly
in public and relay all
potential difficulties to
the Chairman or Chief
Executive
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To be
fully conversant with all
the terms of membership,
policies and procedures
together with the financial
structure of membership, the
terms and conditions of
membership, the cost
structures, and any
particular arrangements
afforded to some members
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To
socialize with members as
and when required. This may
necessitate being on
property during a week end
from time to time
Sales and Marketing - in
conjunction with the Sales
Executives
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Assist in
the preparation of a yearly
Sales/ Communications plan
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Identify
any print material that may
be required from time to
time
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Draw up a
direct mail schedule with
target groups and messages
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Keep
abreast of all trends and
developments in the industry
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Be fully
acquainted and establish
relationships with the local
hotels and be familiar with
all local places of interest
and tourist attractions in
the locality
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Establish
relationships with key
personnel in prime accounts,
agencies reservations
organization
Personnel & Training
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To foster
a close team spirit within
the resort operations by
leading by example
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To carry
out staff appraisal and
encourage individual
improvement plans as
appropriate
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To uphold
the company dress code both
by the team and personally
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To assist
in time and cost efficient
rostering to suit business
demands and in line with
wages budgets
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To
identify training needs
within the reception
department and arrange all
remedial training as
necessary
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To carry
out product knowledge
training and testing
Health & Safety
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To carry
out risk assessments within
the department areas and
make all staff aware of the
findings
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To ensure
all staff are fully aware of
the fire precautions
procedures and evacuation
plans, processes and
procedures
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To ensure
all statutory notices are
displayed within the
necessary areas
Accounting
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To carry
out all financial reporting
as required to meet the
company standards
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To ensure
all deposits, credit card
payments are received and
accounted in the correct
procedure
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To
provide all the necessary
documentation for the
regular payment of salaries
and wages
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To
prepare in conjunction with
others the annual
accommodation revenue
budgets
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To hold
weekly forecasting and
forward reservations
strategy meetings
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To play
an integral part in the rate
setting policy and decision
making process
Business Management
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To be
aware of the departmental
budget and weekly, monthly,
half yearly and annual
actual business
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performance
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To
forecast business trends and
provide forecast revenue
projections against budgets
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To attend
business review meetings as
and when required
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To
provide for the Chairman and
Financial Director
departmental business
strategies, objectives and
target to accompany the annual
budget process
General Duties and Obligations
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To act as
Duty Manager as and when
requested
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Uphold
the integrity and business
ethics of the company at all
times
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To
maintain confidentiality of
the company’s business
performance, its employees
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To be
professional and courteous
in all dealings with guests
and staff
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To assist
with any duties that may be
required by the company from
time to time
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To
undertake any statutory
training that may be
required by the company from
time to time
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To attend
training courses that may be
identified to enhance your
skills to perform your
duties and develop your
experience
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To attend
meetings as may be required
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To uphold
the best business practices
as employed by the company
and respect the
confidentiality of the
business at all times and
not disclosing any details
to third parties
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To
undertake any other task
that may be required from
time to time as may be
reasonable and commensurate
with the competence of the
job holder and according to
the needs of the business
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