Reservation Manager

To promote ALL loyalty programs and the hotel promotions.
To ensure the guest history records are accurately maintained and all recurring guest are pre- registered.
To ensure a perfect knowledge of room types, rates structure and tracking segmentation among the reservation team.
To ensure the all incoming and outgoing room reservation requests are attended and handled as per the hotel standards and procedures.
To ask of revenue management for advice in serious cases or if an approval is required.
To ensure the accuracy of all booking information entered in the PMS.
To recognize potential clients and to transmit information to the revenue management and sales department.
To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
To manage the reservations operations as per hotel standards and make sure procedures are fully known and followed.
To be fully aware of and to report all guest comments or complaints.
To work closely with the of revenue management in the department management (reservations & revenue management).
To ensure a proper teamwork and supervise the reservation and telephone operator teams at all times.
To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
To act as representative of the management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own.
To be fully aware of brand values and standards, making sure the same applies to the team.
To ensure the privacy of the guests and that the confidentiality of the information is respected.
To ensure that telephone etiquette is properly used as per the hotel standards.
To recognize VIP guests and to apply the concerned policies.
To manage any guest complaint in a professional manner, by owning it, resolving it to achieve guest satisfaction and recoding it.
Professional Techniques / Production
To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards.
To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
To maintain good working relationships with your colleagues and all other departments.
To be aware of the hotel’s Employee Handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
To provide friendly, courteous and professional service at all times.
To attend training and meetings as and when required
To comply with Qatar legislation as required.
To respond to any changes in the department as dictated by the needs of the hotel.
Hygiene / Personal safety / Environment
Ensure proper care of all equipment and furniture such as computer, calculators, general office equipment assigned to you and to associates reporting to you
Wear appropriate business attire (as per Hotel policy) and ensure a proper appearance so as to represent the hotel in the best way
The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by Heartists holding this job title. Additional to the above- mentioned requirements a Heartist will at times be expected to perform tasks and duties outside of his/her scope of work as necessitated by work demand.
Be well familiar with hotel’s policies and procedures; well acquainted with the physical layout of the Hotel and should acquire a sound knowledge in hotel’s emergency procedures in regard to fire, medical, bomb threats, blackout and evacuation

PROFILE/ Yêu cầu:
Knowledge & Experience/ Hiểu biết và kinh nghiệm:
• Proficient in MS Excel, Word, & PowerPoint./ Sử dụng tin học thành thạo.
• Diploma education./ Chứng chỉ cao đẳng trở lên.
• Minimum 1 year of experience in a similar capacity or minimum 2 years of experience in the area of reservation./ Tối thiểu kinh nghiệm 1 năm ở vị trí Giám sát hoặc 2 năm kinh nghiệm ở cùng vị trí.
• Knowledge of Opera system is a must/ Hiểu biết và sử dụng thành thạo phần mềm Opera- bắt buộc.
• Accor background is a plus/ Đã từng làm việc trong các khách sạn của Accor là điểm cộng.
• Excellent reading, writing and oral proficiency in English language./ Giao tiếp thông thạo bằng Tiếng Anh.
Competencies/ Năng lực:
• A team player & builder./ Xây dựng và điều hàng đội ngũ.
• Strong leadership, interpersonal and training skills./ Kỹ năng lãnh đạo, liên lạc, đào tạo tốt.
• Ability to work well in stressful & high- pressure situations./ Có khả năng làm việc dưới áp lực cao.
• Service oriented with an eye for details./ Óc quan sát tỉ mỉ, chi tiết.
• Well- presented and professionally groomed at all times./ Diện mạo và tác phong chuyên nghiệp mọi lúc mọi nơi.
• Good communication and customer contact skills./ Kỹ năng giao tiếp và liên hệ khách hàng tốt.
• A motivator & self- starter./ Năng động, nhiệt tình.

Employee of the Month / Quarter / Year Award / Nhân viên xuất sắc Tháng/ Quý/ Năm
(Môi trường làm việc quốc tế với nhiều Quản lý người nước ngoài.)
International working environment with many Expatriates
Uniform / Đồng phục
Birthday Celebration / Kỷ niệm sinh nhật
Social- Health Insurance per labor law / Bảo Hiểm Xã hội- Bảo hiểm Y Tế
(Chiết khấu đặc biệt với các KS của tập đoàn Accor sau 06 tháng làm việc)
(Những cơ hội tuyệt vời để phát triển nghề nghiệp với Tập đoàn Accor vì Tập đoàn hiện đứng đầu ở Châu Á và Việt Nam về số lượng Khách sạn Tập đoàn quản lý.)
Special discount with Accor property after 06 months of employment
Year End Party / Tiệc Nhân viên cuối năm
Excellent opportunities for Career Development with Accor Group as it is 1 in Asia & Vietnam in term of number of managed property.
(Chỗ ở miễn phí tại khu nhà nhân viên đẹp, hiện đại và thoải mái.)
Free Accommodation at nice, modern and comfortable staff house.

Cập nhật gần nhất lúc: 2024-04-03 12:16:12