Job Category: Hotel-ReservationsJob Description:Your day-to-dayPeopleDirect/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbersDevelop your team and improve their performance through coaching and feedback, and create performance and development goals for colleaguesTrain colleagues to make sure they deliver with compliance and to the standards we expectDrive a great working environment for teams to thrive - linking up departments to create sense of one teamPromote teamwork and quality service through daily communication and coordination with other departmentsRecommend or initiate any HR related actions where neededIn absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are knownSupervise and monitor Reservations team, ensure the team follows grooming standard and hotel policyDevelop and maintain a regular pattern of sales callsRecord and process reservations made by phone/fax/emailAccept and follow up wait list reservationsFinancialHelp create the department's annual budget and the setting of departmental goalsMonitor budget and control expenses with a focus on equipment and labour costs….Manage “no show” reservations and cancellations by investigation, recording and following up penalty chargeReview group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocksManage allotments for Wholesales FITPrepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.)Guest ExperienceSell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniquesPromote the Hotel's (and IHG generally) products and servicesMaintain a high level of product and service knowledge about all IHG Hotels in your regionPrepare and execute action plans which increase reservation sales and associated businessMaintain knowledge of special rates/ offers/ promotionsMonitor upselling target and encourage team to yield more revenueEnsure arrivals/ VIP bookings must be checked carefully and well prepared prior to check inResponsible BusinessAttend groups meeting with Sales and Operation teamsMonitor extranets of OTAs and TAsBe responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safetyOther ad-hoc duties - unexpected moments when we have to pull together to get a task doneMay assist with other duties as assigned by management
