Team Leader, Reservations 
(14349)

SIRO Boka Place is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels. Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.

Nestled between pristine blue Adriatic waters and mountains of conserved greenery, SIRO Boka Place, Montenegro offers coastal city charm and boundless opportunity. Unlock your potential and embark on a new adventure as part of a community passionate about fitness and wellbeing.

About the role

The Reservation Team Leader is responsible for overseeing and optimizing the daily operations of the reservation team to ensure exceptional guest service and efficient reservation processes. This role involves supervising, coaching, and training reservation agents, handling reservations through various channels, and implementing strategies to maximize room bookings and revenue. You will ensure that the reservation system is accurate, handle special requests, and contribute to overall guest satisfaction and team effectiveness.

Key Duties and Responsibilities

• Supervise and manage the reservations team, including scheduling, training, coaching, and performance reviews.
• Evaluate team members’ performance and productivity to ensure they meet service level goals.
• Ensures that employees are well presented (uniforms, personal hygiene etc.)
• Adhere to performance management procedures and HR policies to ensure any issues within the reservations and office teams are addressed effectively and promptly.
• Develop and implement training programs to enhance skills and improve service quality.
• Foster a positive work environment and motivate staff to deliver high-quality service.
• Ensure the team provides courteous and positive service, meeting and exceeding guest expectations.
• Handle all reservations via phone, fax, internet, and email, ensuring accuracy and promptness.
• Ensure that all email requests are answered in a timely and efficient manner.
• Offer directions and recommendations regarding hotel facilities, restaurants, and local attractions.
• Provide wake-up calls and assist with guest messaging services.
• Manages in-house guest communication such as amenities request, In room dining requests or any other queries.
• Communicate effectively with Front Desk and Concierge staff to ensure smooth guest service and accurate information transfer.
• Coordinate with the concierge and other services to accommodate special requests such as specific room amenities, preferred toiletries or customized room setups.
• Regularly update the guest response tracking system to record guest issues, preferences, and feedback.
• Maintain ongoing communication with Housekeeping for room statuses and guest requests.
• Check daily reports and guest arrival lists to ensure that guests’ preferences are noted and accommodations are prepared accordingly.
• Maintain open communication with team members to ensure smooth operations and guest satisfaction.
• Assist with emergency communication as necessary, notifying the appropriate personnel and following protocols.
• Address and resolve guest complaints efficiently and sensitively, ensuring high guest satisfaction.
• Facilitate special requests and VIP accommodations promptly.
• Maintain and manage the reservations system to ensure accurate and up-to-date information.
• Maximize room revenues by implementing strategies to optimize occupancy and average rate, including competitive analysis.
• Control room rates and availability, advising on rate restrictions and availability statuses.
• Comply with the hotel’s credit policy and ensure that all forecasted revenues are met.
• Verify that all reservations, including billing information, are accurately input into the system.
• Utilize Property Management Systems (PMS) effectively to retrieve necessary information and manage reservations.
• Implement strategies to maximize room bookings and revenue, including upselling and offering appropriate room categories.
• Check daily all new reservations, cancellations, or changes, ensuring accurate information is passed to the relevant departments.
• Verify and update guest information, requirements, and pricing for arrivals and group bookings, with a focus on upcoming dates. This should be done on a daily basis to avoid any challenges or overbooking of specific room types, unless given proper instructions.
• Collect and process payments from guests efficiently and securely, ensuring that all guaranteed bookings and advance purchase reservations are charged appropriately to avoid any revenue loss.
• Assist with sales and marketing efforts across distribution channels, including travel agents, OTAs, and group sales leads.
• Assist in creating and managing marketing campaigns to engage with the public and drive bookings.
• Monitor travel-related websites and OTAs to ensure competitiveness in availability and pricing.
• Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions.
• Provide daily, weekly and monthly reports as required.
• Acts as a source of information and answers agents questions, assigns tasks, follows up and gives instructions as necessary.
• Answer incoming calls promptly, providing accurate information and addressing reservation inquiries.
• Be actively involved in the local area to keep up-to-date with specific issues.
• Take the lead in communicating overbooking issues or room type discrepancies with guests.
• Handle individual and group bookings for corporate guests, travel agencies, and other clients.
• Coordinate with other departments to manage room allocations and special requests.
• Ensures that all special requests are handled in an efficient and timely manner.
• Adhere to hospitality policies and procedures and ensure the team complies with these standards.
• Flexibility with scheduling, weekend, and holiday coverage required.
• Perform other duties and responsibilities as assigned to meet the overall objectives of the position.
• Be aware of cybercrime and common scams as communicated by the Kerzner Global IT team, filter and detect these attempts, and ensure that guest and company safety is protected.

Education, skills & education requirements

• Have a degree in Hospitality or a related field.
• Must be a computer professional with advanced knowledge of MS Office.
• Proficiency in OPERA PMS or cloud-based OPERA is essential.
• Minimum of 2 years' experience in a similar role within a 5-star hospitality environment.
• Must be fluent in English, both written and spoken, with proficiency in the local language considered an advantage; additional languages are a plus.
• Excellent organizational and supervisory skills.
• Ability to prioritize tasks effectively and complete them in a timely manner.
• Commercial acumen with the ability to analyze and address issues diplomatically.

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.