Reservation and Instant Service Manager

Monitor the daily operations of reservations
• Control rooms inventory including allocation and reservations to areas of maximum yield and blackout dates
• Develop and conduct rooms based marketing activities
• Track sales programs, promotion, advertising and provide feedback as necessary to relevant departments
• Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting
• Monitor front office tracking of guest history data
• Create and maintain allotments
• Record and analyze guest questionnaires on a monthly basis
• Ensure accuracy of guest history and client profiles in Data Base
• Track market codes
• Load and maintain rates in IHG reservation system
• Maintain rate in Website
• Collate, maintain and distribute relevant information and data obtained from both existing sources (consultants, economic forecasters) and external sources
• Manage Hotel Bank and GDS close out/opening-up dates, if applicable
• Complete end of month sales report
• Prepare weekly sales strategy reports
• Ensure all Groups are contracted
• Conduct market research and analysis
• Monitor and evaluate contemporary sales and marketing initiatives and trends
• Monitor and evaluate economic, political and social issues/changes
• Report on competitor activity
• Chairs and conducts Sales Strategy meetings weekly or as directed by Regional Sales and Marketing Manager
• Participate in preparation of strategic plans for region
• Consider and comment on economic, political, social activity and trends which are likely to influence business outcomes
• Access and assess sales and marketing data
• Ensure staff is properly trained including service expectations, hotel facilities and services, local directions, safety and emergency procedures, etc.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Act as central communications point during emergency/crisis situations by having thorough knowledge of emergency, safety and security procedures and having phone numbers of local fire, police, poison control, etc.
• Ensure all telephone equipment and accessories are in proper working order. Notify Engineering or appropriate service provider immediately of any malfunctioning equipment.
• To ensure courtesy call made and recorded thoroughly
• Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.
• To ensure the cleanness and basic operation of Business Center such as: update function on Meeting center screen, control stock, revenue and report of items on sale in Business center etc.
• To ensure the guest's database to be sent to immigration police on daily basic as required.
• Works with superior on manpower planning and management needs
• Works with superior in the preparation and management of the Department's budget