Zeus Hotels is looking for a Hotel Reservations Manager to join its team and contribute their knowledge and experience, aiming for optimal occupancy and excellent customer service.
KEY RESPONSIBILITIES:
Overview Role Description:
- Full-time role: 6 months on-site and 6 months remote work
- The Reservations Agent will be responsible for coordinating reservations, providing exceptional customer service, communicating with guests, and driving sales through reservations
- Reservations and Customer Service skills
- Strong communication and sales skills
- Excellent interpersonal and problem-solving skills
- Experience in the hospitality industry
- Knowledge of reservation systems and processes
- Implement and maintain reservation systems, including reservation software and online platforms for individual and group reservations
- Excellent attention to detail and accuracy and organizational skills
- Flexible schedule, including the ability to work evenings, weekends, and holidays
- Fluency in multiple languages is a plus
Manages Individual Reservations:
- Processes and confirms individual bookings through various channels (phone, email, website)
- Ensures accurate entry of guest information and preferences into the reservation system & hotel PMS
- Oversees the booking process for individual guests, ensuring high accuracy and attention to detail
- Handles special requests for individual guests, including specific room types, amenities, special occasions, transfers, experiences, etc.
- Ensure accuracy and efficiency in handling reservations and guest inquiries
- Communicates booking confirmations, changes, deposit payments, and cancellations to guests promptly
Coordinates Group Reservations:
- Manages group bookings for events, conferences, incentives, special occasions, weddings, and all types of groups ensuring all details are correctly documented
- Handles all aspects of group reservations, from initial inquiry and contact with the client through group contract negotiation, final booking, deposit payments
- Works with clients to understand group needs, negotiate rates, and customize offers as necessary
- Oversees the allocation of rooms for groups to maximize occupancy while adhering to the group's requirements
- Prepares contracts and manages the logistics of group arrivals and departures
- Inputs all group information into the hotel groups system and PMS and updates daily
Handles Customer Inquiries:
- Addresses customer questions, complaints, and special requests regarding both individual and group reservations with professionalism and efficiency
- Provides excellent customer service by responding to inquiries, handling complaints, and resolving issues related to reservations
- Ensures a smooth and pleasant experience for all guests before arrival
Analyzes Data:
- Monitors booking patterns and trends to enhance revenue management strategies, occupancy rates, and customer satisfaction
- Tracks and analyzes key performance indicators (KPIs) related to room occupancy, revenue, and guest satisfaction
- Monitor and analyze reservation trends and data to inform decision-making
- Utilizes data to forecast future occupancy and assist in long-term planning
- Reporting: Prepares and analyzes reports related to individual and group bookings, revenue, and occupancy for management review
Coordinates with Other Departments:
- Coordinate with other departments to fulfill guest requests and ensure a seamless guest experience
- Collaborates with the sales, revenue and marketing team to maximize room occupancy and revenue
- Communicates with housekeeping and front desk to ensure guest expectations are met
- Performs hotel site inspections for travel agents, tour operators and DMCs and groups, and also for potential individual clients who wish to organize their special event at the resor
Market Research:
- Stays informed about industry trends and competitor offerings to ensure competitive pricing and attractive promotions for both individual and group reservations
- Stay up-to-date with industry trends and best practices in reservations management
Promotions and Packages:
- Creates and manages promotional deals or packages specifically targeted to enhance interest in both individual and group bookings
Zeus Hotels provide exceptional guest experiences across its hotels and our dedicated and professional team members are at the heart of it. Join us today to build our future together.
All submitted applications and information will be treated under conditions of absolute confidentiality and in accordance with the General Data Protection Regulation (GDPR).