PURPOSE OF THE POSITION:
To lead and manage the centralised group reservations operations, ensuring the highest level of guest satisfaction and smooth functioning of our reservations team. Actively up-sells each business opportunity to maximize revenue opportunity and achieve revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience.
Contents
Key Performance Areas:
- Support annual rooms and reservations budget planning aligned with strategic goals and drive occupancy and RevPAR growth through data-driven decisions.
- Oversee group reservations, rooming lists, and block bookings, ensuring timely and accurate input while maximizing conversion and revenue.
- Maintain up-to-date knowledge of reservation systems, ensure rate accuracy across distribution channels, and oversee OPERA data quality.
- Identify new business opportunities, monitor market trends, and collaborate with Sales to develop strategies that support revenue targets.
- Deliver exceptional customer service throughout the booking journey to enhance client loyalty and brand reputation.
- Generate and analyse daily, weekly, and monthly reports on pick-up, arrivals, occupancy, and forecast performance.
- Train and lead a high-performing team, manage schedules, ensure productivity, and drive employee engagement initiatives.
- Ensure billing accuracy, manage outstanding payments, track commissions, and enforce company credit policies.
- Liaise with General Managers, Sales, and Finance teams to ensure alignment on revenue, guest experience, and operational targets.
- Monitor day-to-day operations, booking volumes, customer experience quality, and team performance.
- Promote a safe, inclusive, and positive work environment, ensuring employee relations matters are handled in line with company policies.
QUALIFICATIONS & EXPERIENCE:
- Bachelor’s degree in Hospitality Management, Travel & Tourism, Business Administration, Hotel and Restaurant Management, or a related qualification.
- Minimum 5 years’ experience in reservations or a similar role, with at least 2 years in a supervisory position.
- Experience in Rooms Division, Front Office, or Yield Management/Reservations within the hospitality industry or a 4/5-star luxury property.
- Proficiency in OPERA and Profitroom systems.
- Advanced proficiency in Microsoft Office.
- Valid driver’s license.
The company ONLY accept application via their career portal. Interested candidates can apply via the link below:
Apply online via: O&L Career Portal
