Cluster Assistant Reservations Manager

Wyndham Worldwide
  • Post Date: July 13, 2017
  • Applications 0
  • Views 174
Job Overview

Position Title-Cluster Assistant Reservation Manager

Department-Revenue & Reservation

Reporting to-Cluster Director of Revenue


Scopeand General Purpose of Job

Under the direction of the RevenueManager, supervises the reservations department for smooth functioning and tomaximize hotel revenue and guest satisfaction.Allwork will be in line with the hotel’s business plan and in accordance withWyndham corporate policies and procedures, as well as local requirements andregulations



Recordsreservation information accurately

Identifiesand records group and transient business codes

Informsother departments of VIP arrivals

Identifiescommissionable reservations and secures required information

Recordsand processes deposit information

Identifiesand records special billing instructions; approves credit after consultationwith the credit controller

Filesall reservations in a systematic order for easy referral

Recordsrequests for special accommodation and suites

Usesand ensures up-selling techniques are followed by reservation agents

Handlesall special requests appropriately

Pre-blocksall special requests or VIP accommodations accurately

Keepsall departments informed of the new group bookings

Maximizescustomer satisfaction and hotel revenue by promoting hotel restaurants andother services and facilities to the guests

Dealswith assigned incoming correspondence, faxes and reservation messages in atimely and accurate manner

Acknowledgesassigned reservation faxes and messages

Checkprevious night’s statistics

ReviewNo Show and early departures

Checkthe selling availability and strategy with the Revenue Manager and ensures itis followed by reservation agent.

Checkall arrivals

Cancellationby Date (Previous Night)

RateChange (Previous Night)

StaysActivity (Previous Night)

NoShows of the Day (Previous Night)

EarlyDeparture Report (Previous Night)

Checkthe pigeon hole, fax machine and emails for reservations

Actionall correspondence immediately

Followup no shows with the companies

Followup LPO’s and vouchers

Checkall complimentary and upgrade forms

Ensurecorrect rate codes and market codes for in house guests

Printall arrivals for the next day

Checknext day arrivals and send the correspondence to Front Office

Followup any visa applications as per procedures

Assistsassociates to perform similar or related jobs

Ensuresguest satisfaction by attending to their requests and inquires courteously andefficiently

Acceptsflexible work schedule necessary for uninterrupted service to hotel guests

Maintainsown working area, keeps materials clean, tidy and in good shape

Continuouslyseeks to endeavor and improve knowledge of own job function

Updatesinformation of hotel facilities and nearby sights of interest and importance(hospitals, stations, tourist sites)

Maintainstandards of operation and departmental procedures

Acceptmethods of payment by the hotel and hotel’s credit policy

Ensurecorrect guarantee status in the system for all arrivals

Updatecompany and travel agent profiles in OPERA

Communicateseffectively with guests, associates, and supervisors.

Laws, Regulations & Policies:

Ensurecompliance with business operations laws

Ensurecompliance with hospitality operations laws

Superviseclosely all applicable rules of safety in the workplace as well as allstatutory laws of the country and local municipality laws.

Health & Safety

Ensures that all potential and realhazards are reduced immediately

Fully understands the hotel’s fire,emergency and bomb procedures

Ensures that emergency procedures arepracticed and enforced to provide for the security and safety of guests andemployees

Ensures that own staff works in a safemanner that does not harm or injure self or others

Stimulates and encourages a generalawareness of health and safety in tasks and activities

Ensures the safety of the people andproperty within the premises by applying hotel regulations, adhering toexisting laws and regulations

Anticipates possible and probable hazardsand conditions and corrects them or take action to prevent them from happening

Ensures that the highest standards ofpersonal hygiene, dress, uniforms and appearance


Maintaining a business environment based on Code ofConduct and Company Vision

Maintain andenhance the open door policy to all associates providing advice and guidancewhen needed in regards to their issues or concerns and/or grievances

Responsiblefor People leadership of direct reports ( and their terms) recruitment and selection, performancemanagement (Appraisal/ PDP), associate development and motivation, counselling/disciplinary issues.

Conduct regularcoaching sessions/1:1s with direct reports

Human Resources

Ensure thatthe hotels are fully compliant with Wyndham people processes and deadlines thatgovern all Wyndham properties. E.g. AES, Success Matters, Probation reviewsetc.

Ensure thatthe administration of the probation review process in the operationaldepartments and ensure that follow- up for all issues is done in timely mannerand results of both follow- up and the initial reviews are communicated to allrelevant parties.

Talent Reviewstaken place as per the communicated timeline and are live in the business

Ensure 100%compliance with all mandatory training for departments; as well as theDepartmental Trainers are positively encouraged.

Control theLTO, Absence and Payroll in your department / operational departments inconjunction with the HR Leader on property to ensure that any areas of concernand monitored and rectified to meet the HR BSC Targets.

Manage the AESprocess in your department / for the operational departments ensure that thefollow up meetings are doneand the associates have timely feedback.

Conductinterviews for relevant roles in conjunction with HR

Review manningand re- recruitment of all positions in conjunction with HR

Ensure thatyou dine in the Associate restaurant at least three times a week and provide HRLeader on property feedback.

Support WYNcomwith quarterly People, Community and Sustainability engagement events


To conduct orchair regular communication meetingswith team(s) and actively participate in relevant business meetings tofacilitate effective communication.

Conductdocumented 121’s with all direct reports

Share allrelevant information with GM & HR reports

Attend allExCom Meetings

AttendBusiness Reviewed Meeting

QuarterlyHotel Meeting


Plan and trackdepartmental budget

Plan and trackdepartmental holidays and lieu days as per the needs of the business

Review withthe Finance leader/HR Leader the payroll figures (and challenge the HOD’s with regardto over spending and casual usage)

Ensure that the payroll is submitted to HR onthe agreed date

Job Detail
  • Offerd SalaryBD 251 - 500
  • Career Middle Level
  • Experience1 to 3 Years
  • GenderAny
  • INDUSTRYOthers
  • NationalityAny nationals
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