Reservations Manager

Achieve ASI score higher than hotel target as defined (currently 90) and above with target to score 100%.
Update Travel Agents’ allotments in Opera.
Achieve targeted associate training hours as per monthly plan.
Achieve CSR target as assigned.
Ensure Mystery call audit score of > 95% (average for 01 year) with a plan to achieve 100%.
Check to ensure the team conforms to Email/Fax Reply SOP to deliver consistent high level of service:
– Response/reply all incoming email enquiries/bookings within next 24 working hours.
– Process all incoming faxes bookings receive on the same working day.
Maximize room sales and revenue for property, and ensure compliance with Revenue Management guidelines and oversee that all staff are offering full alternatives to guests when their original requests cannot be met.
Load new/revised rates & update profiles notes in Opera and brief all Reservations team.
Actively participate in any revenue generating initiatives across rooms, F&B and other Operating departments as undertaken by management.
Provide coaching and training to Reservations Team: Review and provide refresher training at least once a month.
Supervise and ensure smooth operation of Reservations Department.
Assist and support Revenue Manager whenever necessary.
Ensure Reservation Executives are adhering to Standards of Procedures for their job tasks.
Back up and ensure that ORS/OPMS interface is operational at all times.
Update daily pick-up & cancellation report & send to relevant department.
Ensure data quality with correct market segment (all), source(all) and nationality (as available) is updated in all reservations.
Manage shift with appropriate staffing level across all shifts.
Ensure Close out data is accurately and timely communicated to Sales.
Train and motivate staff to operate with a sales attitude and are aware of sales opportunities to maximize revenue.
Participate in market research and be updated in competitor’s activity and market changes.
Ensure timely completion of weekly reports and sales report.
Conduct arrival check daily and forward to Front Office after checking.
Empower team with defined authority in discount level or inventory override to ensure higher call conversion.
Check to ensure the team conforms to Data input standard in Opera system.
Prepare daily on-the-book report & send to relevant department.
Keep the reservation office safe with adherence to fire life safety norms and ensures cleanliness and hygiene of the reservation office.
Conduct monthly check to ensure hotel information kept in “Shared” drive is maintained and update regularly.
Develop and maintain a high level of communication between Singapore Office and the other Regional Marketing Offices.

Have good communication skills with colleagues.
Have ability to anticipate problems and offer alternative solutions.
Be well-groomed and have good personality.
Have experience in Hotel Reservations.
Have good knowledge of OPMS/ORS.
Have good interpersonal skills with guests.
Have ability & willingness to make changes to handle every situation.
Have at least 2-year experience as the relevant position at 4 or 5 star international hotel/resort.
Have proficiency in Microsoft Outlook & Word.

- Tham gia BHXH, BHYT, BHTN Việt Nam ngay sau khi hoàn thành thử việc.
- Được hưởng những quyền lợi dành riêng cho nhân viên của tập đoàn Banyan Tree như: Gói ưu đãi nghỉ dưỡng hàng năm tại các khách sạn của tập đoàn trên toàn thế giới; Ưu đãi sử dụng dịch vụ ăn uống & spa; Đi công tác nước ngoài;…
- Cơ hội thăng tiến và luân chuyển giữa các bộ phận trong khách sạn hoặc trong các khách sạn do tập đoàn Banyan Tree vận hành.
- Additional Associate Health Insurance during the time working at the hotel.
- Thưởng hàng năm theo chính sách của khách sạn.
- Được thường xuyên tham gia các khóa đào tạo của tập đoàn.
- 100% salary in probation time.
- Gói Bảo hiểm sức khỏe bổ sung cho nhân viên trong thời gian làm việc tại khách sạn.
- 100% lương trong thời gian thử việc.
- Attend frequently training courses of the group.
- Daily Shuttle bus is provided to work.
- 100% phí phục vụ. Hỗ trợ phí phục vụ trong giai đoạn tiền khai trương khách sạn.
- 100% service charge. Having service charge in pre-opening time.
- Housing allowance as the hotel’s policy.
- 45 giờ làm việc trong tuần, 02 ngày nghỉ ca hàng tuần.
- Trang bị đồng phục theo quy định của khách sạn.
- 02 duty meals per working day.
- Promotion and transfer/taskforce opportunities in the hotel or between sister hotels operated by Banyan Tree group.
- Phụ cấp tiền nhà theo chính sách của khách sạn.
- Hỗ trợ phương tiện di chuyển khi đi làm hàng ngày.
- Annual Bonus as per the hotel’s policy.
- Attend Vietnamese Social Insurance, Medical Insurance, Unemployment Insurance as soon as completing probation.
- Be entitled benefits for associates of Banyan Tree Groups as: BTHR Complimentary Accommodation each year at BT’s hotels all over the world; Discount on F&B & Spa services; Overseas Business Trip; etc.
- 02 bữa ăn ca trong 01 ngày làm việc.
- 45 working hours per week, 02 days-off per week.
- Uniform is provided as the hotel’s policy.

Cập nhật gần nhất lúc: 2022-11-21 14:02:04