• Pro-active involvement in the sales and reservations of all properties through all direct channels available.
• Understanding and maintaining the integrated systems within a hotel, their policies and procedures.
• Track sales programs/promotions and provide feedback to management to further enhance sales.
• Participate in the preparations of strategic plans for the hotel.
• Display exceptional leadership by providing a positive work environment, counselling employees as appropriate, and demonstrating a dedicated and professional approach to management.
• Ensure effective communication amongst the individuals within the department, as well as between other departments of the group.
• Ensure that all information cascaded down from Groups Support Services and the Travel Support Manager is shared with all the employees reporting to you.
• Ensure that Groups Support Services and the Travel Support Manager are aware of incidents or changes on the Properties that might affect other parts of the Company or other Properties.

Operations

• Knowledge of room availability at all times, for future and present dates.
• Ensure maximum availability promoted on Opera.
• Ensure all weekly arrivals are confirmed with payment.
• Making reservations for direct clients on Opera.
• Upsell using suggestive and selling techniques.
• Maintain effective communication with the Front office staff and Host Manager regarding group arrivals.
• Maintain a high level of destination knowledge and tourist information.
• Maintain knowledge of special/rates/offers/promotions.
• To investigate and take prompt action regarding queries and complaints.
• Take control of reservations and payments for VIP bookings.

Administration

• Promotion of Leisure Club signups and training regarding Leisure Club to staff.
• Ensure accurate capturing of all information on Opera by all staff within the Direct Reservations Department
• Ensure that any special requests or preferences by guests are noted correctly on Opera and communicated to all other departments affected.
• Assist the revenue manager with reporting where applicable.
• Opening Rooms on availability grid in order to accommodate reservations.
• Compiling and maintaining of departmental SOP’s.

Financial

• Follow up on any outstanding guest payments, before the arrival of the guest.
• Ensure that the Package Potentials and Manplan within your Division are always within optimal levels to ensure maximum productivity within the budget; and if not, report this to the Travel Support Manager.

Human Resources

• Ensure that the correct “On-Boarding Processes” are followed for all new recruits within your division.
• Ensure that the correct “Exiting Processes” are followed for all employees within your division.
• Hold regular on-the-job training and coaching sessions to ensure that staff perform their duties effectively and efficiently.
• Conduct probationary and performance reviews timeously.
• Accurately complete HR Status forms and submit them before the deadline.
• Train, develop and motivate all staff within the Direct Reservations Department.
• Setting and implementing performance standards that will ensure absolute guest satisfaction.
• Ensure that the dress code procedures for your department is in place and that all employees are neat and tidy.
• Ensure that fair and equitable discipline is applied.
• To manage your staff’s OPS files.

As a Manager of the Company, you will be expected to perform Duty Management Shifts, Night Shifts and stand in for other managers as and when required.
You will be expected to be available telephonically at all times and always have access to read and respond to your emails.
 
The duties as per the above should not be read in isolation but may change as the policies, procedures and operational requirements of the business evolve.

MINIMUM REQUIREMENTS:

QUALIFICATION:                     

• Applicable Tertiary Qualification will be advantageous

EXPERIENCE:                            

• Minimum of 2 years’ experience in the same or similar position; in a luxury hotel sector.
• Familiar with all duties and procedures in the Reservations Department for a Hotel.

COMPETENCIES:

• Interaction with Others; Personal Effectiveness; Communication; Cognition/Thinking; Management/Leadership; Time Management
• Building Customer Loyalty; Customer Focus; Negotiations; Relationship building

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