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.
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
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
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
Offerd SalaryBD 251 - 500
Career Middle Level
Experience1 to 3 Years