Reservations Manager

Your day to day 

People

• Monitor the daily operations of reservations. 
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues. 
• Drive a great working environment for teams to thrive - linking up departments to create sense of one team. 
• Promote teamwork and quality service through daily communication and coordination with other departments. 
• Recommend or initiate any HR-related actions where needed. 
• In the absence of the Director of Revenue, attend morning meetings and conducts shift briefings to ensure all hotel activities and operational requirements are clearly communicated. 
• Participate in staff recruitment, organize on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients’ satisfaction and adherence to IHG brand standards. 
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations. 
• Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs. 
• Works with superior in the preparation and management of the Department’s budget. 
• Conduct annual performance evaluations.

Guest Experience

• Manage reservations strategy in line with leisure peaks, school holidays, festivals, and high-demand periods specific to Penang
• Maintain a high level of product and service knowledge about all IHG Hotels in your region.
• Accept and follow up wait list reservations.
• Maintain knowledge of special rates / offers / promotions.
• Monitor extranets of OTAs and TAs.
• Ensure OXI must be reviewed and balanced at least twice everyday.
• Ensure arrivals/ VIP bookings must be checked carefully and prepared prior to check in.
• Ensure RIMS configuration / confirmation, amendment, cancellation, transfer confirmation letters / pre-arrival and post-stay emails / e-folio set-up in corporate design and accurate information.
• Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
• Maintain all reservation standards / IHG brand standards. Internally audit telephone and upselling skills.

Responsible Business 

• Prepare and execute action plans which increase reservation sales and associated business. 
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety. 
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done. 
• May also serve as Manager On Duty (MOD) on request. 
• Perform any other duties which may be assigned by the management from time to time.

Financial 

• Execute inventory and allocation adjustments in line with approved revenue strategy and escalate exceptions to the Director of Revenue.
• Help create the department’s annual budget and the setting of departmental goals. 
• Control rooms inventory including allocation and reservations to areas of maximum yield and blackout dates. 
• Review Concerto and Opera availability keeping sufficient inventory for high yield segments. 
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations. 
• Ensure all internal package breakdowns are loaded and in line with financial department. 
• Ensure that the team is aware of the internal credit policy. 
• Follow up on lost business and bring information about them to the knowledge of the department superiors.
•  Keep department informed of all changes in systems or procedures. 
• Monitor reservation pick-up for the coming months. 
• Manage “no show” reservations and cancellations by investigation, recording and following up penalty charge. 
• Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks.
• Manage allotments for Wholesales FIT. 
• Prepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.). 

Monitor upselling target and encourage team to yield more r