Assistant Manager, Reservation

7 months ago

George Town, Malaysia Ascott Limited Penang Full time

The main role of the Assistant Manager, Reservation is to ensures the smooth and efficient operations in the department through prompt, effective and proper reservations service to achieve maximum room revenue in order to meet or exceed the revenue target. Supervising general job performance of reservation staff implementing of policies and procedures under guidance of Revenue Manager. Training, responsible and perform any other duties might requested by Revenue Manager or the property General Manager. he or she will be responsible for the creation, loading and maintenance of rate codes and perform other related distribution task. The Assistant Manager, Reservation and Distribution will report to the Revenue Manager of the property.

**The responsibilities also include the following**:

- Supervise the daily operations of reservations team.
- Plan and schedule reservation staff rostering if necessary.
- Conducts on the job training for new hires.
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.
- Supervise and monitor the reservation team in terms of promoting hotel’s product and services, such as upselling of hotel facilities.
- Ensure all incoming calls are within the service level, and handle in a professional, helpful and engaging way.
- Ensure external and internal customer expectations are being met and guest needs are satisfied.
- Works with the Revenue Manager and Human Resource Department to ensure adequate staffing needs and departmental performance are met.
- Assist Revenue Manager in controlling rooms inventory including allocation and reservations to areas of maximum yield and black-out dates.
- Handling requests for set up, on-going maintenance and troubleshooting of channel Managers, RMS and OTAs channels.
- Perform rate loading and rate maintenance for partners contracted rates.
- Ensure the accuracy of system setup to facilitate the process of reservation.
- Ensure the team possess a positive selling approach to maximise yield in both occupancies and rates.
- Ensure the reservation team have a good understanding of how upholding distribution practice and procedure can better facilitate the process of reservation.

Other reservation related tasks:

- Assist with group bookings and coordinate with various departments with regards to the requirements and billing instructions.
- Preparation of commission letters for agents and follow-up with the Finance Department.
- Liaise with corporate bookers on in-house guest extension of stay and to coordinate with the respective departments such as but not limited to, Sales, Catering Sales, Revenue & Reservations, Front Office.
- Create and maintain company profiles in the relevant softwares (ie; Sabre, Salesforce and RMS - the Property Management System).
- The Company may assign duties in addition to those listed/described above and/or vary the scope of work according to business requirements.

**Job Requirements**
- Preferably at least a Diploma in Hotel Management, Business Administration or related field.
- Good written and oral communication skills.
- Possess excellent telephone etiquette, with good interpersonal skills.
- Possess problem solving skills.
- Possess leadership and team management skills.
- Have a customer-oriented nature.
- Meticulous, ability to multi-task and work independently.
- Excellent organisational skills with the ability to be flexible and implementing change when needed.
- Actively learns and is knowledgeable to answer questions on product, policy and hotel information.
- A good team player.
- At least 5 years in an appropriate role within the hospitality industry.

**Job Types**: Full-time, Permanent

**Salary**: From RM3,700.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Attendance bonus
- Retention bonus

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