Place of Work:

Reservations Department

Scope and General Purpose of Job:

Assist the Reservations Manager in managing the daily operations of the Reservations department. This vital role ensures the efficient running of the department, upholding Hyatt International's Corporate Strategies and brand standards. Implement key strategies to maximize room occupancy and revenue, while consistently meeting the high expectations of our associates, guests, and owners.

Responsible to:

Assistant Reservations Manager

Reservations Manager

Responsible for:

Reservations Officer

Main Duties:

Administration

· Oversee the accurate and timely processing of all bookings, modifications, and cancellations by the team within Opera PMS and other relevant systems.

· Conduct regular audits of reservation records, guest profiles, and system entries to ensure data accuracy, cleanliness, and strict adherence to privacy policies.

· Manage the daily workflow and task distribution among the Reservations Officers, ensuring efficient handling of all administrative duties.

· Assist the Reservations Manager in preparing departmental reports related to booking volumes, cancellations, and data quality.

Customer Service

· Handle escalated guest inquiries, complex booking challenges, and service recovery situations, ensuring prompt and satisfactory resolutions that uphold Park Hyatt's luxury standards.

· Monitor and review team interactions (e.g., call monitoring, email review) to ensure consistent delivery of Park Hyatt's luxury service standards in all guest communications, from initial inquiry to final confirmation.

· Coach and mentor team members on effective communication, personalized service delivery, and comprehensive knowledge of World of Hyatt programs, benefits, and guest amenities.

· Ensure all guest information and preferences are meticulously recorded and effectively communicated by the team to relevant departments for a seamless and personalized guest experience.

Financial Responsibilities:

· Monitor team performance on sales conversion and upselling goals, providing targeted coaching to maximize booking value and revenue contribution.

· Ensure the team's strict adherence to all financial policies and regulations, including credit and payment procedures, to safeguard financial integrity.

· Review daily revenue reports and highlight discrepancies or opportunities to the Reservations Manager.

Marketing Revenue Contribution:

· Collaborate closely with the Reservations Manager and Revenue Management team to implement dynamic pricing, manage room inventory, and apply promotions. Ensure team members understand and execute these strategies to maximize room yield and occupancy in line with market demand.

· Oversee the proactive monitoring of room inventory and rate availability across all distribution channels, guiding the team to prevent discrepancies, optimize occupancy, and ensure rate parity.

· Provide frontline insights and feedback to management regarding market trends, competitive intelligence, and the effectiveness of promotions.

· Ensure all team communication consistently reflects the Park Hyatt brand's luxury and personalized service, fostering an excellent first impression and cultivating guest loyalty.

Operational Responsibilities:

· Serve as a subject matter expert for Opera PMS and other reservation systems, providing immediate support and troubleshooting for the team.

· Act as a key liaison for complex inter-departmental coordination (e.g., with Front Office, Spa, Experience, and FB) for special guest requests or operational challenges.

· Ensure strict adherence to correct service standards and methods as outlined in the department's operation manual through regular checks and feedback.

· Supervise the precise handling of VIP, long-stay, and group bookings, ensuring all special guest needs are effectively communicated and executed.

· Assist in balancing room inventory daily, ensuring accurate availability for all booking channels.

· Maintain departmental efficiency by constantly evaluating workflows and suggesting improvements to the Reservations Manager.

Personnel Management Development

· Provide direct supervision, guidance, and support to Reservations Officers, overseeing their daily performance and tasks.

· Conduct regular on-the-job training and coaching sessions for Reservations Officers on systems, procedures, service standards, and sales techniques.

· Participate in the onboarding and mentorship of new team members, ensuring a smooth integration into the department.

· Assist the Reservations Manager in monitoring individual team member performance, providing constructive feedback and contributing to performance appraisals.

· Foster a positive, collaborative, and high-performing team environment, promoting teamwork, mutual respect, and adherence to Park Hyatt's core values.

· Assist in planning and managing the weekly duty roster, ensuring adequate staffing levels and adherence to labour regulations.

· Actively contribute to team welfare and safety initiatives, identifying and raising concerns, and supporting efforts to enhance the work environment.

Other Duties

· Lead by example in delivering exceptional service and adhering to all hotel policies, safety procedures, and local regulations.

· Actively identify opportunities to enhance departmental efficiency, guest service, and operational procedures, proposing and assisting in the implementation of new initiatives.

· Participate in and support special projects or tasks assigned by the Reservations Manager, and Assistant Reservations Manager.

· Provide support to other Rooms Division departments as needed, especially during peak periods or for complex guest requests.

Place of Work:

Reservations Department

Scope and General Purpose of Job:

Assist the Reservations Manager in managing the daily operations of the Reservations department. This vital role ensures the efficient running of the department, upholding Hyatt International's Corporate Strategies and brand standards. Implement key strategies to maximize room occupancy and revenue, while consistently meeting the high expectations of our associates, guests, and owners.

Responsible to:

Assistant Reservations Manager

Reservations Manager

Responsible for:

Reservations Officer

Main Duties:

Administration

· Oversee the accurate and timely processing of all bookings, modifications, and cancellations by the team within Opera PMS and other relevant systems.

· Conduct regular audits of reservation records, guest profiles, and system entries to ensure data accuracy, cleanliness, and strict adherence to privacy policies.

· Manage the daily workflow and task distribution among the Reservations Officers, ensuring efficient handling of all administrative duties.

· Assist the Reservations Manager in preparing departmental reports related to booking volumes, cancellations, and data quality.

Customer Service

· Handle escalated guest inquiries, complex booking challenges, and service recovery situations, ensuring prompt and satisfactory resolutions that uphold Park Hyatt's luxury standards.

· Monitor and review team interactions (e.g., call monitoring, email review) to ensure consistent delivery of Park Hyatt's luxury service standards in all guest communications, from initial inquiry to final confirmation.

· Coach and mentor team members on effective communication, personalized service delivery, and comprehensive knowledge of World of Hyatt programs, benefits, and guest amenities.

· Ensure all guest information and preferences are meticulously recorded and effectively communicated by the team to relevant departments for a seamless and personalized guest experience.

Financial Responsibilities:

· Monitor team performance on sales conversion and upselling goals, providing targeted coaching to maximize booking value and revenue contribution.

· Ensure the team's strict adherence to all financial policies and regulations, including credit and payment procedures, to safeguard financial integrity.

· Review daily revenue reports and highlight discrepancies or opportunities to the Reservations Manager.

Marketing Revenue Contribution:

· Collaborate closely with the Reservations Manager and Revenue Management team to implement dynamic pricing, manage room inventory, and apply promotions. Ensure team members understand and execute these strategies to maximize room yield and occupancy in line with market demand.

· Oversee the proactive monitoring of room inventory and rate availability across all distribution channels, guiding the team to prevent discrepancies, optimize occupancy, and ensure rate parity.

· Provide frontline insights and feedback to management regarding market trends, competitive intelligence, and the effectiveness of promotions.

· Ensure all team communication consistently reflects the Park Hyatt brand's luxury and personalized service, fostering an excellent first impression and cultivating guest loyalty.

Operational Responsibilities:

· Serve as a subject matter expert for Opera PMS and other reservation systems, providing immediate support and troubleshooting for the team.

· Act as a key liaison for complex inter-departmental coordination (e.g., with Front Office, Spa, Experience, and FB) for special guest requests or operational challenges.

· Ensure strict adherence to correct service standards and methods as outlined in the department's operation manual through regular checks and feedback.

· Supervise the precise handling of VIP, long-stay, and group bookings, ensuring all special guest needs are effectively communicated and executed.

· Assist in balancing room inventory daily, ensuring accurate availability for all booking channels.

· Maintain departmental efficiency by constantly evaluating workflows and suggesting improvements to the Reservations Manager.

Personnel Management Development

· Provide direct supervision, guidance, and support to Reservations Officers, overseeing their daily performance and tasks.

· Conduct regular on-the-job training and coaching sessions for Reservations Officers on systems, procedures, service standards, and sales techniques.

· Participate in the onboarding and mentorship of new team members, ensuring a smooth integration into the department.

· Assist the Reservations Manager in monitoring individual team member performance, providing constructive feedback and contributing to performance appraisals.

· Foster a positive, collaborative, and high-performing team environment, promoting teamwork, mutual respect, and adherence to Park Hyatt's core values.

· Assist in planning and managing the weekly duty roster, ensuring adequate staffing levels and adherence to labour regulations.

· Actively contribute to team welfare and safety initiatives, identifying and raising concerns, and supporting efforts to enhance the work environment.

Other Duties

· Lead by example in delivering exceptional service and adhering to all hotel policies, safety procedures, and local regulations.

· Actively identify opportunities to enhance departmental efficiency, guest service, and operational procedures, proposing and assisting in the implementation of new initiatives.

· Participate in and support special projects or tasks assigned by the Reservations Manager, and Assistant Reservations Manager.

· Provide support to other Rooms Division departments as needed, especially during peak periods or for complex guest requests.