Job overview

To supervise the operations of the Reservations Department during shift by assisting to co-ordinate.

At Holiday Inn we look for people who are dynamic, confident and ambitious; people who excel in their role and help our guests succeed too.

Duties and responsibilities

Financial returns:

• Sell the hotel products and services using up-selling and suggestive selling techniques
• Prepare and execute action plans which increase reservation sales and associated business
• Record special billing arrangements for groups and conventions
• Liaise with Guest Service Leader or Finance Manager for all reservations requiring credit approval
• Maintain knowledge of special rates/ offers/ promotions
• Monitor reservation levels and inform Managers of current and future occupancy rates
• Prepare reports as requested (eg to travel agents, business houses etc)
• Prepare reservation sales reports

People:

• Promote the ‘one team approach’ and reliable service through daily communication and coordination with all team members.
• Works with superior on manpower planning and management needs.
• Works with superior in the preparation and management of the Department’s budget

Guest experience:

• Answer any guests enquires practically and simply in adherence to brand standards.
• Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s.
• Reliably handle all special needs and requests of guests and repeat visitors.
• Process amendments to reservations such as extensions, early departures,
• Manage “no show” reservations by investigation and recording of same
• Record and process reservations made by phone/fax/email
• Accept wait list reservations
• Demonstrate Brand Hearted behaviours by maintaining compliance with all brand standards, behaviours, hallmarks and license agreement mandates.
• Handle Telephone Enquires efficiently and effectively
• Work closely across all hotel departments, seeking proactive opportunities to address specific business challenges, as required
• Manage and promote the hotel on IHG brand website.
• Produce monthly reports as required.

Responsible business:

• Demonstrate awareness of Occupational Health and Safety Responsibilities (OH& S) policies and procedures and ensure all procedures are conducted safely and within OH& S guidelines
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Support the hotel’s corporate responsibility initiatives in the areas of community involvement, environment management, workplace health & safety and food safety, drive action plans as required to achieve hotel corporate responsibility objectives.
• Engage in the hotel CSR activities on timely manner.

Accountability

This is the top Marketing Communications/PR job in a full or limited service hotel and may include meeting space and/or catering facilities. May manage professional level and graphic designing colleagues

Qualifications and requirements

Master’s/Bachelor’s degree / higher education qualification / equivalent in Marketing specialisation or related field, and two to four years of experience in a hospitality or hotel marketing setting with direct supervisory experience, or an equivalent combination of education and work experience. Must speak local language. Other languages preferred.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.