Reservation and Sales Manager

Job Description

Essential Duties and Responsibilities: Include the following. Other reasonable duties may be assigned.

• Excellence in telephone sales and works one-on-one with travel agents to improve the sales.
• Ensures the maintenance of accurate reservations records and at the same time ensures that corresponding departments are completing all assigned duties as well as following all established hotel / department policies.
• Manage Group Reservations Coordinators and their processes, to ensure adherence to the Sales Contract terms, ensure the highest level of meeting planner and guest satisfaction whilst maximizing room inventory and ADR.
• Responsible for loading and maintaining rates, packages and tracking codes in the Property Management system.
• Responsible for regular monitoring of room categories in the PMS system, to ensure revenue maximization and potential yield management opportunities.
• Assisting and advising customers who may be choosing from a variety of travel options.
• Making reservations for customers based on their various requirements and budgetary allowances.
• Checking the availability of accommodation or transportation on the customers’ desired travel dates.
• Helping plan travel itineraries by suggesting local tourist attractions and places of interest.
• Processing payments and sending confirmation details to customers.
• Sorting out any issues that may arise with bookings or reservations.
• Selling and promoting reservation services.
• Answering any questions customers might have about the reservation process.
• Up-selling, when appropriate, by informing customers of additional services or special packages
• Providing support to customers who may need to amend or cancel a reservation.
• Requires self-initiative, analytical skills, proficiency in technical areas and customer relations.
• Knowledgeable and proficient in the area of sales and sales techniques.
• Requires good time management, organizational skills and the ability to work well under pressure and manage multiple priorities.

Having knowledge of entire Reservation Procedure

• Review reservation booked daily.
• Review arrival report daily.
• Responsible for preparation of occupancy forecast.
• Responsible for the implementation of policies and procedures.
• Responsible for recording Company/Travel Agent rates both in the system and correspondence file.
• Ensure special handling of repeats guest and very VIP
• Observes and ensures that proper telephone manners are maintained at all times
• Follows up tentative bookings and update reservation Status
• Reviews no-show and canceled reservations and processes Charges according to the hotel’s policy
• Review room blocking for Long stay Suites and special group request
• Bring to the attention Front Office Manager when the hotel availability status is changed and prepare for necessary action.
• Responsible for maintaining a Neat and Orderly position at all times.
• In general, performing any other duties might be requested by the General Manager

SALES DUTIES AND RESPONSIBILITIES :

1. Identify new markets and business opportunities and increase sales.
2. Represent Hotels in various events and exhibition.
3. Implements all sales action plans related to my market areas
4. Conducts daily sales calls and arrange site inspection trips to hotels
5. Able to provide Quick and timely responses, immediate communication to the properties, develop professional long-term business relationships.
6. Provide the highest quality of service to the customer at all times. 
7. Participates in sales calls with members of the sales team to acquire new business and/or close on business.
8. Able to supports hotels service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience.
9. Develop strong relationships with on property front officeteam to ensure working in unity and always striving to achieve the same goals.
10. Attending all department and hotel meetings as necessary.
11. Targeting key accounts potential for the company.
12. Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.
13. Develops relationships within community to strengthen and expand customer base for sales opportunities.
14. Manages and develops relationships with key internal and external stakeholders.
15. Acquiring and developing new business accounts and preparing sales proposals for clients.
16. Closely following up on all business leads within a 24 hour response time line to clients.

You may be required to work on holidays, weekends, and other non-day shifts. Submission of your application indicates that you are able to meet these requirements as needed.

Job Requirements

Qualifications:

• Previous Reservations, Sales and/or leadership experience is required.
• Very strong knowledge of the Reservation market segments such as Leisure, Convention Group, and Tour/FIT is required.
• Computer skills and Knowledge of Microsoft Word and Excel is an asset.
• Self-motivated and able to make decisions in an unsupervised setting.
• Able to work well under pressure and take initiative.
• Must be well organized and have excellent written and oral communication skills.
• Strong team player with excellent leadership skills.
• Ability to consistently stand and walk through out shift