Assistant Reservations Manager

Description of the role 

The Assistant Reservations Manager assist the Reservations Manager in the supervision and management of all functions pertaining to the Reservations Department. Serve as a liaison between the Reservations team and the various departments in order to book, sell and direct calls/requests from guests. Also serves as an on-site lead in collaboration and reporting directly to the Reservations Manager while supporting Director of Revenue and Senior Director of Marketing.    

Responsibilities 

Assume responsibility in collaboration with Reservations Manager of Reservations Department policies, procedures and manage the daily operation. 

 Review task processes and staff productivity in ensuring that work standards are consistently met. Conduct standards testing including call observation.   

 Deputize for the Reservations Manager in taking charge of guest complaints/disputes on a daily basis ensuring guest satisfaction 

 Monitor the daily bookings received from the Website / GDS / ADS to ensure all aspects are actioned properly. 

 Oversee all arrivals during tight periods to minimize unexpected "wash" or attrition. 

 Support the Reservations Manager in providing hands-on training for staff on a continuous basis ensuring their knowledge of hotel services, features and amenities. 

 Update the team regarding room availability to maximize sales opportunities and minimize regrets build-up 

 Handle staff scheduling and administrative report requirements. 

 Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.   

Create and maintain individual rate codes for each negotiated account as established by the Sales Department.   

 Review suite reservations in conjunction with Reservations Manager and Front Office to ensure special handling of top corporate clients, VIPs, and return guests.   

 Assist Group Coordinator to ensure correct handling of group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc.   

 Effectively manage Sell out efficiency with Reservations Manager, Director of Revenue and Front Office Manager 

 Keep the Reservations Manager informed of staff progress, operational changes, challenges, complaints, as well as any sudden fluctuations in occupancy levels. 

 Assist Reservations team whenever necessary in performing all job functions to the standards.