The Cluster Reservation Manager oversees the reservation operations, ensuring efficient booking processes, maximizing occupancy rates, and delivering exceptional customer service across two regions.  This role involves managing reservation staff, collaborating with other departments, and implementing strategies to optimize revenue generation.

Quantity: 02

Job Description

A. Reservation Management

• Manage reservation staff, assigning daily tasks and ensuring adherence to procedures.
• Monitor reservation systems for availability, rates, and bookings.
• Implement pricing and inventory strategies to maximize revenue.
• Conduct regular audits to ensure data accuracy and system integrity.
• Conduct daily briefing for Reservation team.
• To supervise and monitor operation of the department in achieving objectives of the Department.
• To assure that all reservations correspondence are handled accurately and sufficiently.
• To ensure that all staff reports for duty punctually, following hotel policy and working procedures, as well as emergency procedures.
• Schedules, supervises, and evaluates the work of support staff of reservations agents.
• Ensures high level of productivity, efficiency, and optimal customer service at all times.

B. Customer Service

• Respond to guest inquiries via phone, email, or online platforms, ensuring timely and accurate responses.
• Resolve booking-related issues, such as cancellations, modifications, or special requests.
• Record guest preferences and ensure they are communicated to relevant departments.
• Conduct periodic guest satisfaction surveys to identify areas for improvement.

C. Team Leadership

• Train and mentor reservation team, providing ongoing guidance and support.
• Conduct performance evaluations and provide constructive feedback to team members.
• Organize regular team meetings to discuss goals, challenges, and best practices
• Develop training programs and initiatives to enhance team skills and knowledge.

D. Reporting and Analysis

• Generate daily, weekly, and monthly reservation reports, analyzing key metrics such as occupancy, ADR, and RevPAR.
• Analyze booking trends and market conditions to identify opportunities for revenue growth and cost-saving initiatives.
• Forecast occupancy and revenue for short-term and long-term planning.
• Conduct quarterly and yearly performance reviews, comparing actual results to targets and adjusting strategies as needed.
• Updating technology trends and updates related to reservation systems
• Regularly updates the GMs, regional DOS and Director of Revenue for negotiation of pricing /room allocation of prospective accounts assists with the assessment of business strategies in each of the above segments.

E. Technology Management

• Stay informed on technology trends and updates related to reservation systems.
• Manage reservation software, ensuring proper configuration and integration with other systems.
• Conduct regular system audits and maintenance to ensure data security and system stability.
• Develop and implement contingency plans for system failures or disruptions.

F. Communication and Verification of Standards

• Maintain active and regular communication with the operations team to report results, ensuring that the management team are also informed about performance and strategy.

G. Reporting and Data Accuracy

• Preparation and leadership of the Business Review meetings related to the performance of hotels under their responsibility.

H. Ad Hoc Projects

• Lead the reporting of all forecasts, “what if” scenarios, or other reports required for hotels under their responsibility.
• Support the Director when specific reports are required.

Responsibility to comply with regulations

• Fire prevention, occupational health & safety and company security proceduresCác quy trình phòng cháy chữa cháy, sức khỏe & an toàn lao động và an ninh của công ty
• Company brand and service standards
• Operating systems of the company
• Company mission, vision and values

Requirements

• University degree in Business, Marketing, E-Commerce, Hotel Management: Hotel Reservation Management, Hotel Management
• Excellent Microsoft Office: Excel, Word, power point, …
• Proficiency in reservation management software (e.g., Opera, Smile, Site Minder…)
• Fluent English, a second language will be an advantage
• Knowledge about the hospitality industry
• Excellent verbal and written communication skills
• Team Player with excellent interpersonal skills
• Positive attitude and good communication skills
• Ability to work in a fast-paced environment
• Ability to work well with a diverse team
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Flexibility to respond to a range of different work situations
• Ability to work under pressure and under own initiative
• Neat grooming; professional gesture
• Experience of managing multiple stakeholders will be an advantage
• Group experience is an advantage

Benefits

• Opportunity to work within a professional hospitality group managing over 15 four- and five-star hotels and resorts nationwide.
• Competitive salary based on experience and performance.
• 100% salary during the probation period.
• Full social insurance contributions based on total salary.
• Holiday bonuses, annual performance bonuses, and productivity incentives.
• Modern, professional working environment with strong growth potential.
• Annual Management Teambuilding program and various group engagement activities.

Contact

BelGroup Hospitality
Email: recruitment@belgroupvn.com
Phone/Zalo: 0971 366 879