POSITION SUMMARY:
The Assistant Manager, Non-Gaming Reservations, ensures professional and timely service of all guest hotel inquiries and room reservations, managing multi-line calls, and is an individual who answers multi-line calls, and directing them appropriately. This role is responsible for delivering exceptional service in line with company policies, procedures, and Forbes standards, while supporting the smooth operation of the 3 hotel properties.
PRIMARY RESPONSIBILITIES:
1. Ensure a thorough understanding and knowledge of the hotels Property Management System, Melco Resorts and Hyatt proprietary systems such as Reserve System, Rooming List App, Serenata and Room Availability Management- SiteMinder, Microsoft Office applications, Payment Gateway and related applications.
2. Manage channel distribution for the three hotel properties.
3. Drive business strategies and play an active role in achieving business goals specifically on market segments such as BAR, Packages and OTAs.
4. Participate in the development of annual strategic plans. Recommends appropriate action plan which will increase reservations sales and/or improve guest satisfaction.
5. Manage reservations functionality of Property Management System, ensuring accurate coding and reporting processes to provide excellent customer service and support.
6. Stay informed about market trends, competition, and customer preferences.
7. Foster relationship with Sales & Marketing, Hotel Operations, and other key departments, providing on group bookings, room blockings, special requests, and VIP arrangements.
8. Maintain comprehensive knowledge of hotel services and facilities including gaming facilities, food and beverages, entertainment to provide guests with accurate information.
9. Efficiently use and manage automation tools and equipment in the department.
10. Responds to high volumes of calls/ e-mails professionally, addressing inquiries, booking activities, and maintaining service level in line with company standards.
11. Capture and process detailed information from calls, directing inquiries to the relevant department promptly.
12. Communicate clearly and effectively over phone or written correspondences to address requests.
13. Understand and recommend Contact Center services and upsell alternatives when appropriate.
14. Prepare reports, rosters, and timesheets in a timely and accurate manner.
15. Forster a safe work and environment through employee consultation and leadership in health and safety.
16. Identify training needs and assist in implementing structured training program, within the section.
17. Resolve guest complaints efficiently, escalating issues when necessary to prevent dissatisfaction.
18. Adheres to all company policies, striving to meet KPI’s, targets and goals.
19. Use all available communication tools to disseminate information promptly.
20. Maintain Forbes standards throughout the guest journey, from pre-arrival to departure.
21. Follows up on unresolved or complicated calls, ensuring proper handling and closure.
22. Accurately records and process requests and messages from our guests and customers utilizing available systems and technology.
23. Closely monitors and updates the room inventory and rate availability to maximize room revenue for the hotels.
24. Adheres to all relevant hotel, company and local rules, policies and regulations are adhered to, including credit and payment policies.
25. Prepared the teams schedule and planned leaves for accurate manning.
26. Attends and conducts daily briefing, weekly Manager’s meeting, and monthly Departmental meetings and training sessions as scheduled.
27. Coaches, counsels, disciplines, and develops programs for colleagues to achieve their personal and career goals.
28. Review employee performance on a fair and objective basis.
29. Contribute and improves business results by monitoring and controlling the expenses of their respective department.
30. Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organizations.
31. Provides excellent service to internal customers in other departments as appropriate and in accordance to set standards.
32. Assists in establishing and maintaining a good call management system and operation that minimizes lost calls and has a high rate of enquiries being converted to sales.
33. Compiles and maintains departmental information on daily/ weekly / monthly basis.
34. Facilitates the ad-hoc promotion launched by other departments or as advised by Management.
35. Delivers the brand promise and consistently provide exceptional guest service.
36. Adhere to all rules and regulations established in the Employee Handbook and the hotel's policies, including those related to fire safety, hygiene, and overall health.
37. Reports accidents, injuries and unsafe work conditions to supervisor immediately.
38. Complies with hotel’s uniform, grooming, and hygiene standards at all times.
39. Ensure the confidentiality of guest information and protect pertinent hotel data.
40. Support the Hotel Response Team in emergency situations, following established guidelines.
41. Participates in the company’s Corporate Social Responsibility initiatives.
42. Reduces waste materials and supplies by adhering to the company’s guideline on sustainability program.
43. Maintain a clean and organized workspace neat including the proper maintenance of all equipment needed to perform the daily task.
44. Implement best practices to improve efficiency and service delivery.
45. Fully understand, maintain and enhance the property’s Forbes Five-Star.
46. Adhere to all Forbes standards and all company guidelines, standard operating procedures, and trainings.
47. Coordinate and provide ongoing sales and technical training to the reservation department, ensuring outstanding customer service and optimizing agent productivity.
48. Performs other reasonable job duties and responsibilities as assigned by Senior Manager of Reservations.
QUALIFICATIONS:
I. Experience
1. At least three (3) years’ supervisory experience in reservations, preferably in a luxury or integrated hotel setting.
2. Demonstrated expertise in customer service, quality assurance or performance management practices would also be beneficial.
II. Education
Bachelor’s degree in hospitality field or equivalent professional training.
III.Skills / Competencies
1. Ability to work efficiently in high demand, team oriented and fast paced environment.
2. Proficiency in reservation systems and property management software (PMS).
3. Strong problem-solving skills, with the ability to handle guest concerns swiftly and effectively.
4. Excellent communication and interpersonal skills, with the ability to build rapport with clients and colleagues.
5. Strong leadership and team management skills, with a focus on motivating and developing team members.
6. Adopts and implements new approaches and practices to meet changing circumstances.
7. Achieves agreed objectives and accepts accountability for results.
8. Customer focused with excellent telephone manners.
9. Ability to multitask and prioritize in a dynamic, ever-changing environment.
10. Ability to disseminate product knowledge accurately and in a timely manner.
11. Ability to be flexible with skills in a 7 day a week rotating roster.
12. High attention to detail, ensuring accuracy in guest reservations and information.