Manager, Reservations
(20396)
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.
Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. 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.
About the Role
The Manager, Reservations is responsible to maximize room revenue, occupancy and the average rate by utilizing Revenue and Yield Management techniques; to set up a focused and dedicated team that functions as per organizational standards; to ensure prompt, efficient and responsive service to guests so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high team morale; to ensure that the department is dedicated to providing all guests a comfortable, pleasant and memorable experience during their stay; to project an image of courteousness and hospitality while handling guests.
Key Duties and Responsibilities
- To provide prompt, courteous, and efficient service to all guests so as to achieve a high level of guest satisfaction.
- To direct and to coordinate Resort reservation activities for Tour Operators, Travel agents and direct guests through the subordinate supervisory team.
- To review all Resort booking reports and current status.
- To follow up with the Sales and Marketing team and Revenue Manager on bookings and forecasts.
- To estimate future bookings and to establish a working schedule in order to achieve targets and budgets.
- To prepare strategies to deal with unexpected changes in bookings and queries from guests.
- To ensure that the Reservations Team answers and converts enquiries by phone or email into bookings (working towards the sales targets).
- To ensure that the Reservations team understands availability, global availability, and seasonal occupancy.
- To ensure that the Reservations team adheres to cancellation policies, allocations, stop sales and free sales.
- To be responsible for maintaining accurate data on the property management system and central reservation system.
- To verify sales of the villas and to ensure no overbooking.
- To ensure proper flow of communication within the department and with other departments.
- To ensure that the Reservations team replies to all faxes, emails, telephone calls and correspondences within 24 hours.
- To establish proper office filing system.
- To be prepared to work flexible hours and on weekends, if required.
- To work closely with the Sales and Marketing team and Revenue Manager to achieve set goals and objectives.
- To attend Sales and Marketing meetings, where necessary.
- To maintain an exemplary standard of conduct and dress code.
- To ensure that all reservations are processed as per the Resort’s standards on the Property Management System.
- To ensure that the Reservations team reads all reservation correspondence thoroughly for Special instructions/requests and executes them accordingly.
- To ensure that the reconfirmation procedure (60 days, 30 days, 15 days, and 2 days prior to arrival) is followed to avoid No Shows.
- To investigate reasons for No Shows and last-minute cancellations and to approve the Retention Charges for all cancellations and No Shows as per the Free Individual Traveler and Contract clauses.
- To ensure that all Free Individual Traveler reservations are guaranteed.
- To ensure that all rates are checked thoroughly and daily to avoid rebates.
- To be in constant touch with Local Tour Operators, Foreign Tour Operators, Local Travel Agents, and Foreign Travel Agents to generate business.
- To carefully monitor the Allotment of Foreign Tour Operators and Contract Clauses as per the signed Contracts.
- To monitor the “Closed Out” dates carefully and to ensure that “Closed Out” status is sent to concerned sources, with the approval of Director of Sales.
- To plan strategies for the low season and low dates with the General Manager, Director of Sales and Revenue Manager.
- To ensure that the Reservations Team makes all efforts in selling, thus enabling revenue budgets to be met.
- To be responsible for the daily operation of the Global Distribution System and its updating.
- To prepare Monthly Reports.
- To actively elicit guest preferences and feedback regarding Resort services and to ensure action is initiated on the same to maximize guest satisfaction.
- To ensure that the room revenue is maximized through up selling within stipulated guidelines.
- To handle difficult situations effectively.
- To conduct behavioral and vocational training for the subordinates, in own and related work areas, to enhance skills and develop multi-functionality.
- To adhere to all Resort policies and standards.
- To share knowledge and skills with subordinates and other colleagues.
- To ensure that subordinates and all fellow colleagues follow Safety rules and operating procedures.
- To keep the immediate superior, Director of Sales, promptly and fully informed of all problems or unusual matters of significance.
- To perform all duties and responsibilities in a timely and efficient manner, in accordance with established Resort and company policies and procedures to achieve the overall objectives of this position.
- To maintain a favorable working relationship with all other Resort and company employees, to foster and promote a cooperative and harmonious working climate.
- To always project a favorable image of the ‘’Reservations Team’, “One&Only Le Saint Géran” and “One&Only Resorts” to all.
About You
The ideal candidate should have at least a Bachelor’s Degree in Management/Tourism/Hospitality Management. The candidate should have at least 2 years of experience in the same role and should be fluent in both spoken and written English and French.Position open for locals only
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.
