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Jobs or company...

Reservations Manager with Revenue Competency

RM 4,800 - RM 7,000 / month
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1.0 Basic Function

The Reservations Manager supports the Regional Revenue Manager in optimizing revenue and ensuring operational excellence within the Reservations team. This role oversees the daily operations of the Room Reservations department across assigned properties, driving performance through effective yield strategies, proactive sales tactics, and seamless team coordination.

2.0 Responsibility and Authority

2.1 Business Administration

Primarily assist RRMS in all functions:

i. Attends morning briefing

(Assistant Reservations Manager as replacement to be at morning HOD brief as well as conduct internal Reservation briefings).

  • Highlight important points from:
  • Daily VIP arrival
  • MTD occupancy forecast
  • Causes for variances in reservations forecast and previous day’s occupancy
  • Training schedule
  • Hotel occupancy comparison
  • Rooms availability chart
  • On-day and future status level
  • Club & suites updates

ii. Conducts daily briefing for section supervisors to keep them informed

(i.e. Property Assistant Reservation Manager)

  • Highlight on key yield control factors
  • Review room status situation
  • Disseminates information from GM/RRMS
  • Any other communications matters

iii. Attends Property Level Meetings

  • Sales & Marketing
  • Credit Meetings
  • Yield Meeting
  • Sales performances
  • Future potential business
  • Forecasting
  • Reviewing on aging of the company
  • Competitor information
  • Market information & significant events

iv. Conducts fortnightly Reservations forecasting cum operational meeting

  • Highlight observation in service areas requiring further improvements
  • Resolves any conflicts, problems existing in the department
  • Reviews of respective hotel’s forecast and any VIP events
  • Obtains employee’s feedback
  • Establish forward selling strategies

2.2 Support

  • Supervises and assists during heavy call traffic at Reservations to reduce complaints and provides on the job coaching.
  • Be present at the reservations during heavy call period.
  • Observes procedures of call taking by reservation staff.

2.3 Forecasting

i. Checks and submits to GM 3 months outlook prepared by respective teams

  • Analyse room nights and market segments.
  • Compares it with latest manager’s report to reflect current trends.
  • Studies the figures for reservations on hand to determine whether the projected figures are too high or low.
  • Uses pick up occupancy report as a guide to determine a more accurate forecast.
  • Consults with RRMS & property DOS for final opinion before submitting to properties GMs.
  • Review the events/happenings which would affect an increase in certain segments.
  • Implements agreed strategies from VP Business Development and GMs.
  • Prepares rationales for the above and submit to GMs for approval.
  • Projects expenses for the next 3 months.

2.4 Staff training & Development

i. Checks and approves training schedules of supervisors to improve quality in training.

  • Drops in twice a month to at least one training session.
  • Praises and gives feedback to trainers.
  • Evaluates and fills up forms and submits to HR dept.
  • Discusses it with RMS to identify training needs of individual staff.
  • Selects and agrees on training topics for the following month.
  • Provides supplementary training notes and materials to Supervisors when they run out of topics to train.
  • Emphasizes importance of training aids.
  • Provides personal coaching and guidance to improve weak areas.
  • Arranges cross-exposure for subordinates.
  • Encourages ideas and suggestions for problem solving, quality improvement from staff.
  • Discusses suggestions with team members.

2.5 Guest Relations

i. Regularly does walk through of operations and ensure audit checks done to maintain high SOP standards.

  • Walks through daily reservations staffing status for each hotel.
  • Reinforce selling status for the day with team and upsell as much as possible.
  • Conducts telephone and work audits and ensure any constructive feedback is taken for improvement
  • Acts immediately to resolve any outstanding issues faced by respective reservation team.

ii. Enhances Customer Service Quality to differentiate us from our competitors

  • Encourages reservation team to be pro-active to customers’ needs.
  • Enforces the importance of instant follow up in customer service.
  • Develops and instils philosophy of “customer-first” service.
  • Emphasizes the importance of customer recovery in handling complaints.
  • Regular call servicing of our top TA and corporate accounts and includes inviting bookers to lunch/dinner.
  • Communicates and instil our Core Values to all staff levels.

2.6 Maximizing Occupancy & Revenue

  • Monitors and adjusts the daily pickup rate structure to align with forecasted average rate targets, ensuring optimal revenue performance.
  • Ensures all team members are fully informed and adhere to the current rate structure, fostering a unified approach to rate management.
  • Actively implements strategies to minimize "no-shows" and early departures, improving occupancy and reducing revenue leakage.
  • Builds strong relationships with other hotels to explore opportunities for cross-property business acquisition and maximize collaboration.
  • Maintains daily communication with airport representatives to assess and optimize room availability, capturing transient business effectively.

Job Type: Full-time

Pay: RM4,800.00 - RM7,000.00 per month

Benefits:

  • Additional leave
  • Cell phone reimbursement
  • Free parking
  • Health insurance
  • Maternity leave
  • Meal provided
  • Opportunities for promotion
  • Parental leave
  • Professional development

Schedule:

  • Monday to Friday
  • On call

Supplemental Pay:

  • Performance bonus