Cluster Reservations Manager

 

Directly reporting to the General Manager, the Reservations Manager will be responsible for the reservations department and respective teams.

 

What is in it for you:

 

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

 

What you will be doing: 

 

• To manage the reservations operations as per hotel standards and make sure procedures are fully known and followed.
• To be fully aware of brand values and standards, making sure the same applies to the team.
• To work closely with the of revenue management in the department management (reservations & revenue management).
• To ensure a proper teamwork and supervise the reservation and telephone operator teams at all times.
• To ensure the all incoming and outgoing room reservation requests are attended and handled as per the hotel standards and procedures.
• To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
• To recognize potential clients and to transmit information to the revenue management and sales department.
• To recognize VIP guests and to apply the concerned policies.
• To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
• To promote ALL loyalty programs and the hotel promotions.
• To ensure the privacy of the guests and that the confidentiality of the information is respected.
• To act as representative of the management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own.
• To manage any guest complaint in a professional manner, by owning it, resolving it to achieve guest satisfaction and recoding it.
• To ask of revenue management for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To ensure that telephone etiquette is properly used as per the hotel standards.
• To ensure a perfect knowledge of room types, rates structure and tracking segmentation among the reservation team.
• To ensure the accuracy of all booking information entered in the PMS.
• To ensure the guest history records are accurately maintained and all recurring guest are pre-registered.

 

 

Professional Techniques / Production

 

• To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards.
• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with your colleagues and all other departments.
• To be aware of the hotel’s Employee Handbook and have an understanding of and adhere to the    hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To comply with Qatar legislation as required.
• To respond to any changes in the department as dictated by the needs of the hotel.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend training and meetings as and when required

 

  Hygiene / Personal safety / Environment

• Ensure proper care of all equipment and furniture such as computer, calculators, general office equipment assigned to you and to associates reporting to you
• Be well familiar with hotel’s policies and procedures; well acquainted with the physical layout of the Hotel and should acquire a sound knowledge in hotel’s emergency procedures in regard to fire, medical, bomb threats, blackout and evacuation
• Wear appropriate business attire (as per Hotel policy) and ensure a proper appearance so as to represent the hotel in the best way

 

• The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by Heartists holding this job title. Additional to the above-mentioned requirements a Heartist will at times be expected to perform tasks and duties outside of his/her scope of work as necessitated by work demand.

 

Your experience and skills include:

 

• Excellent interpersonal and communication skills
• Ability to prioritize work in an environment with multiple interests
• Ability to handle complex and confidential information with discretion
• Competency using a variety of computer software
   

Your team and working environment:

 

Supportive to your team and create an open environment where ideas are welcomed and Trust is instilled.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We are 280,000 women and men placing people at the heart of what we do, and nurturing real passion for service and achievement Joining Accor means embarking on a unique life journey to imagine tomorrow's hospitality.
To join our Group, please visit https://careers.accor.com/