Administration:
• Ensures an organized and efficient filing system is implemented for the department.
• Conducts regular team meetings and ensures departmental briefings are effective and held as needed.
• Ensures the use of new technology and equipment is explored and implemented wherever appropriate.
• Prepares and updates the Reservations Department Operations Manual.
Customer Service:
• Ensures that Reservations associates also provide excellent service to internal customers as appropriate.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Ensures that all Reservations associates deliver the brand promise and provide exceptional guest service at all times.
Financial Responsibilities:
• Optimises associate productivity by implementing multi- skilling, multi- tasking, and flexible scheduling strategies to align with the financial objectives of the business and guest expectations.
• Leads the departmental contribution to monthly reforecasts, providing accurate and timely data related to future room occupancy and revenue.
• Ensures the Reservations department operates with the lowest possible cost structure while consistently delivering on the brand promise to guests, proactively managing costs based on key performance indicators.
• Ensures strict adherence to all relevant hotel, company, and local rules, policies, and regulations, including credit and payment policies, to safeguard financial integrity.
• Maximises room sales and revenue through strategic rate management and effective inventory control.
• Contributes to the preparation of the Annual Business Plan, specifically focusing on revenue forecasts and inventory strategies for the Rooms division.
Marketing & Revenue Contribution:
• Works closely with the Marketing team to ensure consistent and compelling messaging for all room types and offers across various distribution channels (e.g., website, OTAs, GDS).
• Monitors market trends, competitor pricing, and demand fluctuations to identify new opportunities for attracting leisure and corporate segments and to inform pricing strategies.
• Actively participates in weekly Yield and Revenue Management meetings, preparing comprehensive data analysis, forecasts, and reports to contribute valuable insights and ensure productive strategy discussions.
• Assists in the development and implementation of promotional offers and packages, ensuring they are accurately loaded into the reservation system and effectively communicated to guests and relevant sales channels.
• Analyses the effectiveness of marketing campaigns on reservation conversion rates and provides feedback for future initiatives.
• Collaborates with the Sales & Marketing team in the preparation, execution, and ongoing update of the annual Marketing Plan, specifically contributing to strategies that drive reservation volume and optimise room revenue.
Operational Responsibilities:
• Collaborates with other Rooms Departments, checking room and room- type availability, to maximise rooms sales, yield and average room rate through upselling and other inventory and rate management initiatives.
• Supervises and assists with the meticulous processing of individual and group reservations, rooming lists, waitlists, and other reservation types.
• Cultivates strong relationships with all booking sources and collaborates closely with the Marketing Department to maintain and develop these relationships for mutual benefit.
• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• Analyses the results of the Consumer Audit and ensures that necessary changes are effectively implemented to drive continuous improvement.
• Prepares accurate advance booking counts and comprehensive forecasts to support strategic planning.
• Ensures that Reservations associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
• Assists in ensuring that all &039;Touches of Hyatt&039; and the &039;Rooms Top 20&039; initiatives are thoroughly implemented within the Reservations Department.
• Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Ensures the proper handling of all overbooking situations and waitlisted business, working closely with the relevant departments.
• Oversees the accurate taking and efficient processing of all room reservations in strict accordance with hotel and company guidelines.
• Manages the loading of all new rates into the relevant reservation systems, including thorough testing and successful deployment.
• Ensures that all guest details are entered correctly in accordance with the principles of clean data.
• Monitors and follows up on group blocks and groups with no room lists.
Personnel Management & Development:
• Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
• Conducts annual Performance Development Discussions with Reservations associates, supporting their professional development goals.
• Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• Develops the skills and effectiveness of all Reservations associates through the appropriate training, coaching, and/or mentoring.
• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Assists in the recruitment and selection of all Reservations associates, following hotel guidelines and using a competency- based approach.
• Supports the implementation of Hyatt’s Purpose and Values.
• Ensures the punctuality and appearance of all Reservations associates, verifying they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to hotel and departmental grooming standards.
• Encourages associates to be creative and innovative, challenging and recognizing them for their contributions to the success of the operation.
• Ensures that associates have a complete understanding of and adhere to associate rules and regulations.
• Plans and implements effective training programmes for all Reservations associates in coordination with the Learning Manager and Departmental Trainers, using the Reservations Sales Training module and other training materials.
• Provides feedback on the results of the Colleague Engagement Survey and ensures that the relevant changes are implemented.
Other Duties:
• Responds to changes in the Sales and Marketing function as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.
• Attends and contributes to all required training sessions and meetings.
• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners, and other organizations.
• Exercises responsible management and behaviour at all times, positively representing the hotel management team and Hyatt International.
• Ensures high standards of personal presentation and grooming.
• Maintains up- to- date knowledge of statutory legislation in associate and industrial relations.
• Reads and understands the hotel&039;s Associate Handbook and adheres to the hotel&039;s rules and regulations, particularly the policies and procedures relating to computer resources, fire, hygiene, health, and safety.
