The Reservation Executive plays a vital role in optimising revenue and maximising occupancy through effective management of reservations and revenue strategies. This position requires a proactive individual with strong analytical skills, a keen understanding of market dynamics, and a passion for delivering exceptional guest service.
Key Responsibilities:
- Oversee the reservation process, ensuring accuracy and efficiency in booking procedures.
- Coordinate all duties and responsibilities of the reservation department ensuring a high level of accuracy and efficiency.
- Ensure the accurate positioning of the hotel in terms of occupancy and rooms availability
- Coordinate with various departments to ensure seamless guest experiences from booking to check-out.
- Observe and ensure that proper telephone manners are maintained at all times
- Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager
- Reviews no-show and cancelled reservations and processes charges according to the hotel’s policy
- Maintaining the in-house reservations systems
- Generate regular reports on key performance metrics, including occupancy, ADR, RevPAR and booking trends.
- Present finding and recommendations to senior management to support strategic decision making.
- Ensure guests receive prompt, courteous, and personalised assistance in all reservation related inquiries.
- Handle escalated guest complaints and concerns in a professional and empathetic manner, striving for swift resolution.
- Implement quality assurance measures to uphold service standards and enhance guest satisfaction.
- Follows up on tentative bookings and updates reservation status.
- Responsible for taking guest calls without fail and converting it into sale.