Assistant Manager, Non-Gaming Reservations

REQ12246 Assistant Manager, Non-Gaming Reservations (Open Date: 17/12/2024)

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

• 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.
• Manage channel distribution for the three hotel properties.
• Drive business strategies and play an active role in achieving business goals specifically on market segments such as BAR, Packages and OTAs.
• Participate in the development of annual strategic plans. Recommends appropriate action plan which will increase reservations sales and/or improve guest satisfaction.
• Manage reservations functionality of Property Management System, ensuring accurate coding and reporting processes to provide excellent customer service and support.
• Stay informed about market trends, competition, and customer preferences.
• Foster relationship with Sales & Marketing, Hotel Operations, and other key departments, providing on group bookings, room blockings, special requests, and VIP arrangements.
• Maintain comprehensive knowledge of hotel services and facilities including gaming facilities, food and beverages, entertainment to provide guests with accurate information.
• Efficiently use and manage automation tools and equipment in the department.
• Responds to high volumes of calls/ e-mails professionally, addressing inquiries, booking activities, and maintaining service level in line with company standards.
• Capture and process detailed information from calls, directing inquiries to the relevant department promptly.
• Communicate clearly and effectively over phone or written correspondences to address requests.
• Understand and recommend Contact Center services and upsell alternatives when appropriate.
• Prepare reports, rosters, and timesheets in a timely and accurate manner.
• Forster a safe work and environment through employee consultation and leadership in health and safety.
• Identify training needs and assist in implementing structured training program, within the section.
• Resolve guest complaints efficiently, escalating issues when necessary to prevent dissatisfaction.
• Adheres to all company policies, striving to meet KPI’s, targets and goals.
• Use all available communication tools to disseminate information promptly.
• Maintain Forbes standards throughout the guest journey, from pre-arrival to departure.
• Follows up on unresolved or complicated calls, ensuring proper handling and closure.
• Accurately records and process requests and messages from our guests and customers utilizing available systems and technology.
• Closely monitors and updates the room inventory and rate availability to maximize room revenue for the hotels.
• Adheres to all relevant hotel, company and local rules, policies and regulations are adhered to, including credit and payment policies.
• Prepared the teams schedule and planned leaves for accurate manning.
• Attends and conducts daily briefing, weekly Manager’s meeting, and monthly Departmental meetings and training sessions as scheduled.
• Coaches, counsels, disciplines, and develops programs for colleagues to achieve their personal and career goals.
• Review employee performance on a fair and objective basis.
• Contribute and improves business results by monitoring and controlling the expenses of their respective department.
• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organizations.
• Provides excellent service to internal customers in other departments as appropriate and in accordance to set standards.
• 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.
• Compiles and maintains departmental information on daily/ weekly / monthly basis.
• Facilitates the ad-hoc promotion launched by other departments or as advised by Management.
• Delivers the brand promise and consistently provide exceptional guest service.
• 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.
• Reports accidents, injuries and unsafe work conditions to supervisor immediately.
• Complies with hotel’s uniform, grooming, and hygiene standards at all times.
• Ensure the confidentiality of guest information and protect pertinent hotel data.
• Support the Hotel Response Team in emergency situations, following established guidelines.
• Participates in the company’s Corporate Social Responsibility initiatives.
• Reduces waste materials and supplies by adhering to the company’s guideline on sustainability program.
• Maintain a clean and organized workspace neat including the proper maintenance of all equipment needed to perform the daily task.
• Implement best practices to improve efficiency and service delivery.
• Fully understand, maintain and enhance the property’s Forbes Five-Star.
• Adhere to all Forbes standards and all company guidelines, standard operating procedures, and trainings.
• Coordinate and provide ongoing sales and technical training to the reservation department, ensuring outstanding customer service and optimizing agent productivity.
• Performs other reasonable job duties and responsibilities as assigned by Senior Manager of Reservations.
  
  

Qualifications

I. Experience

• At least three (3) years’ supervisory experience in reservations, preferably in a luxury or integrated hotel setting.
• 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

• Ability to work efficiently in high demand, team oriented and fast paced environment.
• Proficiency in reservation systems and property management software (PMS).
• Strong problem-solving skills, with the ability to handle guest concerns swiftly and effectively.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and colleagues.
• Strong leadership and team management skills, with a focus on motivating and developing team members.
• Adopts and implements new approaches and practices to meet changing circumstances.
• Achieves agreed objectives and accepts accountability for results.
• Customer focused with excellent telephone manners.
• Ability to multitask and prioritize in a dynamic, ever-changing environment.
• Ability to disseminate product knowledge accurately and in a timely manner.
• Ability to be flexible with skills in a 7 day a week rotating roster.
• High attention to detail, ensuring accuracy in guest reservations and information.