Manager, Reservations 
(15059)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Shimmering in azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world’s most discerning and remarkable guests. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

JOB SUMMARY

Oversees the operation of the Reservation Department, focusing on achieving the KPI (90% LQA Score, Email Response and quality, 99% Information Capture and data Accuracy, SAGA Spot checks and profiling, Departmental Initiatives, and Compliance on Reservation Excellence Modules and training)

KEY DUTIES AND RESPONSIBILITIES

• Clear Job Descriptions of each team member to ensure that high expectations in an ultra-luxury resort and the execution of tasks are met.
• Handles the recruitment of talents for Reservations Team Members along with the Team Leader / Assistant Manager, in coordination with the Human Resources Team
• Prepares, schedules, and executes the Induction Plan for the first 4-weeks of each team member as part of the training program upon joining the department.
• Accountable for ensuring the Reservation processes are under standards, including the use of templates, use of rates and rate codes, Profiling, entering reservations, use of online payment links under PCI compliance, and etiquettes on both email and telephone communication under Forbes/LQA
• Liaising with the Sales Team in communication with contract information and offering details and RSO updates.
• Liaising with the Marketing Team in communicating with Brand.com updates, soft copy of villa information, resort map, beach aerial views, and updates, which are used by the team when sending offers.
• Liaising with the Revenue Team in communicating with OTA bookings, rate code/rate package updates, and opening/closing of offers in coordination with the Sales Team
• Liaising with VIP Services Team in communicating bookings of VIP guests, Board of Directors, Private Homeowners, Owner’s guests, Owner’s stays, multiple repeaters, guests who require special attention, Profiling (SAGA and Opera), guests who have special requirements, and the like.
• Liaising with Front Office Leaders in communicating any plans or alternative options for arriving guests with location preferences.
• Liaise with Learning & Development in scheduling the Team Building 
• Liaise with other Departments to ensure the Reservations experience new activities, and testing menu, as part of training, to be used in their storytelling about the resort and what we offer.
• Checks of Reservations Entered On as part of Quality Checks to ensure new bookings made are furnished, with a correct offer, traced by agents if there are details to follow-up, capture duplicate Profiling, capture VIPs, and capture minute booking that require immediate settlement.
• Monitor availability and work with Inventory Controller and Revenue in terms of yielding, and/or closing/opening availability and/or offer.
• Guide the Train the Trainer, and/or Team Leader and/or Assistant Manager in planning the trainings for the department – Weekly, or Monthly, based on the current training/refresher requirements of the team.
• Manages the conversion, and inventory of all Festive bookings, along with the Assistant Manager, to ensure all communication is clear, and expectations are managed before arrival.
• Manages chargeable No Show and Cancellation, along with the Credit Controller and Finance, to ensure approved Credit Letters are secured, otherwise, Cancellation charges should be applied.
• Monthly One-on-one with all team members, growth plan, and guidance.
• Coaching sessions for team members to ensure a support system in setting up each team member to success.
• Disciplinary action for substandard works, and the like.
• Secure and update departments’ SOPs and ensure all team members are trained.
• Flexibility on Schedule based on operational demands.
• To perform all other jobs related to your scope of work, as requested by your superiors or other Managers.

GENERAL TASKS 

• Provides prompt, courteous, and efficient service to all guests and callers, to achieve a high level of customer satisfaction. 
• Communicates promptly and efficiently, customer complaints and compliments regardless of how small they may be.
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction. 
• Ensures proper record-keeping and documentation as per statutory and organizational requirements. 
• Responsible for maintaining effective communication channels with the guest through prompt and courteous information delivery. 
• Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal) 
• Maintains a favorable working relationship with all team members to foster and promote a cooperative and harmonious working climate. 
• Keeps the Manager and reservations promptly and fully informed of all problems or unusual matters of significance. 
• Performs all assigned duties and responsibilities in a timely and efficient manner by establishing company policies and procedures to achieve the overall objectives of this position. 
• To maintain a high standard of appearance and personal hygiene as per the One&Only grooming standards 
• When driving the resort's buggy or using a bicycle, ensure that rules and regulations are followed at all times. 
• Professionally handles any guest’s complaint per the resort's service recovery guidelines. 
• Adheres to all current and any additional organizational policies and standards. 
• Ensures all activities are carried out honestly, ethically, and within the parameters of the Maldivian Law 
• Ensures maximum room revenue through upselling within stipulated guidelines. 
• Keeping the workstation and the office clean and neat 
• A team player 
• Adhere to the tasks delegated by the Director of Sales and Marketing 
• To perform all other jobs related to your scope of work, as requested by your superiors or other Managers.

SKILL EXPERIENCE & EDUCATIONAL REQUIREMENT

• Reservation Management - Minimum 2 years experience in acknowledged resorts and hotels as an Assistant Manager or Manager
• Technical Skills – Opera PMS & Configuration, Sabre, Revintel, Online Payment Link, MS Packages
• Resort / Hotel experience
• Hospitality, Customer Service and Detail oriented
• Strong communication, organizational, and selling/negotiation skills.
• Proficiency in English Language
• Collaborative
• Guest Driven
• Team player
• Flawless Communicator
• Passionate
• Well Organized
• Luxury Service 
• Details Oriented

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.