Summary
Scope and General Purpose of Job:
To manage the Reservations Department and work closely with Marketing and Sales and other relevant Rooms Departments to maximize Room Yield through Inventory Control while delivering exceptional customer service in line with the Hyatt’s Brand Standards.
Main Duties:
Administration
- To oversee and assist in the preparation and update of the Reservations Departmental Operations Manual.
- To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
- To ensure that an organized and efficient filing system is implemented for the department.
- To ensure that the use new technology and equipment is explored and implemented wherever appropriate.
Customer Service
- To ensure that all Reservations employees deliver the brand promise and provide exceptional guest service at all times.
- To ensure that Reservations employees also provide excellent service to internal customers as appropriate.
- To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Financial
- To maximize rooms sales and revenue.
- To maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
- To ensure that the Reservations operates with the lowest possible cost structure while also delivering on the brand promise to the guest proactively managing costs based on key performance indicators.
- To assist in the preparation of the Annual Business Plan.
- To assist in monthly reforecasting, as appropriate.
- To ensure that all relevant hotel, company and local rules, policies and regulations are adhered to, including credit and payment policies.
Marketing
- To actively participate in weekly yield and revenue management meetings, preparing the information and reports as necessary to ensure a productive meeting.
- To assist in the preparation, utilization and update of an annual Marketing Plan, broken down as necessary by department.
Qualifications
Qualifications
- Ideally with a degree or diploma in Sales, Revenue or Hospitality/Tourism management.
- Minimum 2 years work experience as Revenue Manager.
- Good problem solving, administrative and interpersonal skills are a must.
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