Hotel Reservation Manager at Saint Tees Empire

Saint Tees Empire is recruiting suitably qualified candidates to fill the position below:

Job Title: Hotel Reservation Manager

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Description

• Act as a main resource for reservation agents needing assistance or about achieving customer satisfaction.
• Ensure the reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc.
• Respond to all guest reservation requests and execute prompt, courteous, and accurate guest service at all times.
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
• Answer guest inquiries about hotel services, registration of guests, shopping, dining, entertainment travel directions, etc.
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
• Assist and prepare in groups pre-arrival process and also prepare group rooming lists.
• Maintain a clean and organized work area.
• Track all reservations picked up from all Online channels like hotel websites, OTA, GDS, another third party, etc.
• Handle external systems like channel Managers, Web booking engines, Rate comparison tools, online travel agents extranets, etc.
• Update No-shows and cancellations on all OTAs without fail to avoid any unwanted commissions.
• Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
• Verify all reservations taken on the reservation formsare updated on the PMS without fail.
• Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations.
• Verify if each reservation request is processed as per the hotel standards and without delay.
• Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
• Process retentions, no-shows, and cancellations as per the hotel policy and procedures.
• Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
• Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
• Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc.
• Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival.
• All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
• Check forecasting reports based on statistics codes (Market, Source, Rate Code, etc.), reservations that are wrongly tagged should be amended.
• Receive contracts detailing room allotments and create allotments on the hotel management system.
• Train newly recruited reservation staff in taking reservations, telephone etiquette, reservation modules on hotel software, and processing emails.
• Ensure that Guests service agents at the front desk are also trained on reservations and checking hotel availability.
• Ensure deposit payment is taken in advance for all pay-at-hotel reservations eg: Direct reservations, OTA’s (Booking.com, Orbitz, Expedia, etc.)
• Determine work procedures, prepare work schedules, assign duties, and expedite workflow for reservation agents.

Requirements

• A Degree or Diploma in Hospitality Management
• 2+ years of previous experience in reservations and customer service operations from a large hospitality industry.
• Excellent communication skills and extremely organized. Service Orientation i.e. actively looking for ways to help people.
• Ability to work with multiple systems and applications like spreadsheets, databases, word processing, property management software, Booking engine, OTA Extranets and computers.
• Computer Knowledge and experience in MS Office programs.
• The successful candidate must have a passion for customer service.
• Exceptional communication skills both written and oral with great analytical skills.
• Highly organized, results oriented with the ability to be flexible and work well under pressure.
• Professional attitude and appearance.

Application Closing Date
10th September, 2024.