Reservations Manager

Assume the responsibility for the execution of the Reservation Department's policies and procedures and manage the daily operation
Maintain reservation standards
Conduct standards testing including call observation
Conduct regular WRO test calls and provide timely feedback
Work quickly in a high-pressure environment and ability to handle stress
Display a high level of integrity and professionalism at all times in dealing with guests and employees
Select and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisals
Schedule staff according to budget guidelines, while ensuring maximum service to guests
Review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate
Complete all necessary payroll records and labor forecasts
Manage the reservations staff incentive program and compile/publish monthly results by agent
Enforce the established room and rate availability guidelines in order to maximize occupancy and revenue
Monitor and ensure rate integrity between [protected info] and other distribution channels, including controlling and balancing inventory in wholesale and online extranets (channels) in a timely manner
Perform pre-arrival check including bookings and profiles (using Golden & the Pre-Arrival screen)
Operate and manage the PMS reservation system (including configuration).
Work with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc.
Control all pool villa reservations in conjunction with Residence Manger & Front Office Manager and ensure special handling of top clients, VIPs, and return guests
Prepare and distribute daily pick up, occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of business
Prepares daily, weekly and monthly reports and statistics relating to resort business performance and rental forecasts.
Monitor no show collection with Front Office and Finance departments
Monitor commission payment with the Accounting department
Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations
Create and maintain individual rate codes for each account as established by the Sales Department
Ensure all reservations staff / WRO staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guest requests
Attend and contribute to the yield management meetings held with the Revenue Strategy Team
Conduct regular Reservations Departmental Meetings
Coordinate and assist in an annual Reservations Sales Training Program (Reservations Sales LX) and follow-up training sessions and provide timely feedback to reservations staff
Develop and mentor the reservations staff for future advancement
Handle guest complaints keeping senior management well informed of any problems and action taken
Maintain favorable working relationships among employees to promote maximum morale, productivity and efficiency
Respond properly in any hotel emergency or safety situation
Complete any project assigned by management
In addition, other duties may be required as directed by Assistant Director of Revenue, Director of Marketing, Resort Manager and General Manager.