Revenue & Reservations Executive


Key Deliverables and Responsibilities

Planning & Organizing:

– Maintains effective guest relations to ensure repeat business, and works closely with commercial and other operation departments of the hotel.

Operations:

– Promotes a helpful and professional image to the client and gives full cooperation to any customer requiring assistance with a prompt, caring and helpful attitude.
– Contribute to the design of the hotel’s business strategy and daily / monthly revenue targets.
– Monitor online channel representation (GDS, CRO, web, 3rd parties etc.)
– Ensure daily reservations duties, including pick-ups, travel agent commissions and responses to clients for enquiries.
– Complete the Rate Shopping Report on a daily basis.
– Ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
– Perform daily arrival check to avoid no-shows and rebates and inconveniences at guest check-in.
– Knows the required operation procedures of opera (or any other system in use) and maintains an awareness of guest, Corporate, Travel Agencies, and Group profile through system.
– Shows complete product knowledge, understand rate structure and apply rate management.
– Ensures all administration procedures are maintained to hotel and company standards.
– Answers all incoming calls to reservations as per company standards.
– Positively contributes to the sales activities within the hotel and maximizes sales opportunities.
– Anticipates clients’ needs and assist guests in any further requests.
– Attends training sessions when required and operates in line with the training and information received.
– Ensure to distribute and prioritize the booking requests to the team.
– Supervise and develop the Reservations Agents.
– Ensures all reservations and requests are confirmed correctly and within 24 hours and upon request according to the quality standards.
– Understands the cancellation and no show policy action and follows the guarantee procedure.
– Has a thorough knowledge of current rates and promotions. Promotes up-sells and cross sells at all times. Identifies and communicates sales leads to the Sales team
– Understands the Hotel’s Credit Policy and is applied.
– Ensure proper shift hand over and daily reports are completed accurately
– Ensure that CRS booking delivery is checked from time to time and properly entered into PMS
– Ensure that all special rates, complimentary booking, and upgrades approved by the authorized persons.
– Apply room inventory restrictions on local and international system as directed by revenue director.
– Have complete knowledge of the FIT rate structure.
– Assist in training the Reservations team in up selling, reservation skills and systems.
– To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.
– Resolve / report guest complaints or requests and liaise with the party concerned to ensure immediate follow up has been made.
– Assist in Task Force Teams for new openings as requested.
– Seek out potential corporate clients and gives the lead to either the Reservations Manager or the Sales Department
– Coordination with Front Office and other departments if regarding requests as required.


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