Job Description

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OVERVIEW/BASIC FUNCTION: To maintain high levels of service and manage a team with same standards. Responsible for all tasks pertaining to the Service Center and Room Reservations. Assistant Reservations and Service Center Manager supervises the team to ensure that prompt, courteous and efficient services are provided, in accordance with Rosewood Abu Dhabi standard operating procedures. To maximize rooms profit through the control of room inventory and yield management in all booking channels. RESPONSIBILITIES: • Identify trends and offer recommendations toward increasing market share and RevPAR. • Maintain open communication with CRO and GDS channels to ensure rate consistency. • Implement yield movement strategies and provide selling instruction to reservation agents and front office agents. • Analyze effectiveness of promotional programs. • Ensure all electronic brochure information is updated and accurate (GDS, OBE’s). • Ensures all Property Information is accurately loaded in the RHR Website. Ensuring that available rates and room types are also sequenced in a logical order • Facilitate the loading of all rates codes in Opera and SynXis. • Review the previous night's occupancy report and track for forecasting future business patterns. • Work closely with the Director of Revenue Management in determining the percentage for overbooking. • Responsible for ensuring the Property Management System (Opera) and all directly related systems are configured in the best possible way at all times to enable all users to use the system to facilitate the smooth running of the hotel in terms of reservation input, revenue capture and from a daily operational point of view. • Responsible for ensuring all package elements are priced correctly and accurately configured, attached to the appropriate rate codes and are working as intended in terms of package profit / package loss, accommodation tax, resort fees and service charge. • Evaluate incoming call requests and determine proper Reservation Office coverage. • Provide on-going reports that demonstrate the effectiveness of the reservations department. • Review travel agent commissions. • Maintain department training and standards manual. • Monitor and ensure that all reservations (including manual) are input into the system. • Support and contribute to the maintenance of guest data collection. • Support with ensuring guest history accounts are kept current. • Ensure advance deposits, refunds of such and confirmation of both are processed. • Conduct a 1–2-week formal training program on the required job functions with criterion expected and department orientation with new hires. • Communicate VIP reservations to the Managing Director and department managers. • Review master file activity report daily for accuracy of codes, rates and guest information. • Monitors waitlist and determine priority of guests to be contacted for room availability. • Ensure “pre-sell” process for all reservations placed to gain spa and restaurant revenues. • Compile reports on no-show for future business forecasting. • Communicate room availability (particularly status changes on any date) to Reservations associates and Front Desk team. • Review any reservations erroneously taken during restricted dates with individual responsible. • Ensure all rate codes are loaded in Cendyn and that confirmation letters remain accurate and include the correct rate details • Assist Reservations associates whenever necessary in performing all job functions. • Interview, select, train and counsel reservation associates on an on-going basis. • Supervise, direct, coordinate, influence and motivate associates in order to maintain service standards of hotel. • Interact in courteous and professional manner with all guests, associates and community members. • Carry out any other tasks deemed necessary by Management. • Fully knowledgeable in the Property Management System (PMS) both in terms of the back of system configuration and from a front of house operational point of view. • Handle accommodation inquiries following Rosewood Brand's Standards, Forbes and LQA guidelines. • Control and manage room inventory following guidelines, advised by Revenue Team • Correctly input information including guest profile, rate code, market code and etc. into Opera PMS to reflect the most accurate data for statistics and analysis purposes • Generate reservation confirmations and ensure they are successfully sent to the bookers • Issue payment links for clients according to payment and guarantee policy of each reservation • Issue COA (Cash on Arrival) Invoice for non-credit partners and follow up payment according to the agreed due date • Coordinate with Finance and Front Office to proceed with Virtual Credit Card and bank transfer payments • Coordinate with the Sales and Marketing department to ensure that FIT and Group reservations are made correctly according to the agreement made between sales team and business partners • Communicate to concerned departments on the reservation details and special preferences, especially ones that require advance preparations • Understand and apply Revenue Management concepts to every Reservations task to ensure that the hotel's revenue is optimized, and highest profitability is achieved • Proceed credit card payment for Direct Reservations with prepaid, non-refundable conditions and post the successful transactions into Opera PMS • Recheck all bookings reserved in the system and compare them with correspondence to ensure that all details are updated correctly • Attend Arrival Review meeting with Operation Departments to communicate necessary information and ensure that all concerned team members understand details of each individual reservation, especially ones entitled to SAG levels • Recheck commission on a monthly basis and coordinate with the Finance Team to ensure that commission amount for each commissionable reservation is reported correctly • Supervise, coach and provide appropriate guidance/training for team members • Manage monthly roster and manning schedule Service Center and Rooms Reservation • Answer all incoming calls, including internal and external, in accordance with Rosewood Brand's Standards, Forbes and LQA telephone etiquette • Provide information about hotel services to callers including in-house guests, potential customers and business partners • Understand and be aware of the actions required in case of emergency • Assist in reporting telephone equipment or service complaints and problems • Take in-house guests' requests that are made through phone calls and coordinate with the department concerned to deliver the required services, using Knowcross system • Continuously train and groom team members on the telephone operation procedures and maintain overall department work efficiency and level of performance • Plan and purchase operational supplies as required within budget and outlook • Report maintenance faults and damage of working equipment, including telephone, fax machines, computer and etc. • Plan/Implement strategies aimed at cost minimization, productivity maximization without reduction of consistency and quality standards • Handle additional duties assigned by the Reservations and Service Center Manager or the Director of Revenue Management. OSHAD RESPONSIBILITIES: While at work, (and while on work premises) an associate shall: • Take reasonable care of their own health and safety. • Take reasonable care of the health and safety of a person and the workplace, that may be affected by their acts or omissions at work. • Cooperate with full compliance with Hotel’s developed OSHMS policies, OSHMS procedures & operational works instruction in order to protect the health and safety of the people. • Report to immediate supervisor any situation which they have reason to believe could present a hazard and which they cannot themselves correct. • Report all OSH incidents and work-related injuries; and • Not intentionally or recklessly interfere with or misuse anything provided (e.g. Equipment & machinery, PPE, etc.) at the Hotel’s workplace in the interest of health, safety, welfare or protection or management of the workplace. • Participate in conduct of OSH related planning and implementation in order to achieve the Hotel’s OSH objectives, targets & program. • Attend all training arranged by Hygiene, Health & Safety Manager such as OSH training, safety Induction, on the job training, toolbox talks, etc. ACCOUNTABILITY: • Held accountable and committed whatever it takes to comply with the company’s OSHMS Policies, OSHMS Procedure, & Operational Works Instruction and any other relevant legislation applies within the organization. • Held accountable to take care of his own health and safety, other person in the workplace that may be affected by their acts or omission at work. • To report to his supervisor or respective Manager. QUALIFICATIONS: • Experience: A minimum of two years’ experience as Assistant Reservations Manager or Assistant Call Center Manager for a luxury or ultra-luxury property. • Education: College degree. • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy. Prioritize, organize and follow-up; be a clear thinker, remain calm and resolve problems using good judgment; Ability to be resourceful, creative and maintain flexibility; Ability to access, input, analyze and retrieve information from computers. • Technical Skills: Knowledge of Opera, Knowcross, Word and Excel, or comparable systems • Language: Required to speak, read and write English, with fluency in other languages preferred.