Service Manager

2 days ago

Ayala Alabang, National Capital Region, Philippines Hospitality Enterprise Resources Corporation Full time ₱900,000 - ₱1,200,000 per year

FILINVEST COMPANY: HOSPITALITY ENTERPRISE RESOURCES CORP.

Job Summary

The Reservations Manager monitors the Agents' calls to ensure correct sales tactics are used and quality service is provided. He/She has to ensure all sales and reservations are performed with adherence to the policies and procedures of the property. Apply revenue management strategies.

Duties and Responsibilities:

  • Having knowledge of entire Reservation Procedure according to International Hotel manual system.
  • Handling of correspondences
  • Allocate daily tasks to Reservations staff.
  • Review reservation booked daily.
  • Review arrival report daily.
  • Responsible for preparation of occupancy forecast.
  • Responsible for training staff.
  • Responsible for implementation of policies and procedures.
  • Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
  • Liaise with Sales Department regarding occupancy, Rates Reservation's Analysis.
  • Identify Top Producing Accounts ensure proper recognition by Reservation staff.
  • Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.
  • Responsible for various Production reports and supply to each department concerned.
  • Monitoring Telephone Manner and general performance of reservations staff daily.
  • Ensure special handling of repeats guest and very VIP guest.
  • Observes and ensures that proper telephone manners are maintained at all times
  • Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager
  • Follows up tentative bookings and update reservation status
  • Reviews no-show and cancelled reservations and processes charges according to hotels policy
  • Review room blocking for Long Stay. Suites and special group request.
  • Supervising of Group Reservations.
  • Maintain cordial relations with commercial clients.
  • Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
  • Responsible for work schedule
  • Responsible for always maintaining a Neat and Orderly position.
  • In general, perform any other duties might requested by Front Office Manager or Room Division Manager.

Qualifications:

  • Experience with sales and in a prior management or leadership position is preferred.
  • Excellent written, verbal communication, organization and comprehension skills.
  • Show absolute discretion and confidentiality regarding sensitive information
  • Minimum four (4) years of experience in Reservation roles
  • Two (2) or more years of focus on Customer Service platforms
  • Hospitality Industry Experience preferred
  • Should be able to independently develop reports,

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