Key Responsibilities


Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
Train, develop, and motivate staff to increase productivity.
Participate in staff recruitment, organize on-the-job and monthly training for all staff, supervise and manage performance to ensure clients’ satisfaction and adherence to Kempinski service standards.
Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
Review PMS Synxis & Duetto availability keeping sufficient inventory for high yield segments.
Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
Ensure all internal package breakdowns are loaded and in line with financial department.
Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
Control no show and late cancellation charges.
Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
Ensure that the team is aware of the internal credit policy.
Follow up on lost business and bring information about them to the knowledge of the department superiors.
Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
Spot-check reservations made the previous day and check all VIP arrivals.
Prepare reports on a daily, weekly and monthly basis.
Maintain all reservation standards.
Keep department informed of all changes in systems or procedures.
Monitor reservation pick-up for the coming months.
Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
Test calls KEA/COYLE results >85%.
Maintain an internal up-selling programme for the Reservations department (benefits team competition).
Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
Select and recruit suitable employees for the department using prescribed set of policies and procedures.
Conduct annual performance evaluations.
Perform any other duties as assigned to him/her by management.


Skills, Knowledge and Expertise


3 years’ experience in a similar position in a (4/5 star) Hotel.
Knowledge of Opera PMS is imperative
Experience with reporting and market performance reports
Ability to work and communicate in a multinational environment:
Detail orientated and hands on
Effective ability to supervise, motivate, train and develop team members
Demonstrate self-confidence, energy and enthusiasm
Ability to investigate systems malfunctions or user-input errors
Ability to analyse data, make meaningful conclusions and base sound decisions and strategies
Knowledge of industry-specific terminology such as ADR, RevPAR, on-the-books, etc.