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Assistant Reservations Manager
JOB_REQUIREMENTS
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Salary
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What We’re Looking For
* A minimum of 2 years of experience in a Luxury Hotel is preferred
* Previous experience as a Reservation Supervisor in a Luxury Hotel environment is mandatory
* Personifies FIVE’s Boundary-Breaking standard in every interaction, for a Sensational experience
* Creative solutions and take ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE
* Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow ‘FIVERs’
* Excellent communication and interpersonal skills to engage effectively with Guests, FIVE Tribe Members, and Stakeholders
* Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus)
* A Proactive Nature, coupled with a meticulous Eye for Detail, ensures every aspect of the Operation is perfectly curated
* Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively
* Next-Level Organisational and Supervisory skills, effectively leading and inspiring the FIVE Tribe to New Heights
* Exceptional skills in Improving Customer and Stakeholder Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards
* A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit
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Key Responsibilities
* Supports the Seamless running of the Reservations Department, ensuring task checklists are actioned, completed, and reviewed daily
* Takes Responsibility for assigned duties and tasks, ensuring all work is carried out in a Timely and Professional manner, maintaining the Bespoke nature of FIVE’s Industry-Leading service
* Supervises the Reservations Team, ensuring fellow ‘FIVERs’ are developed Effectively, fostering a culture of High-Quality standards in relationship building, customer service, selling techniques, and billing
* Manages daily Operations to ensure Efficient, Accurate, and Courteous Reservation services
* Drives the Reservations Team to achieve individual and collective goals, ensuring High Performance and Motivation
* Ensures all FIVE's Policies and Procedures are Meticulously understood and adhered to, always maintaining the Highest Standards of Luxury Service
* Trains the Reservations Team to maintain an Exquisite Level of Quality in both written and spoken communication, promoting FIVE’s stunning facilities, events, and upsell opportunities
* Supports and leads Training Initiatives to ensure the Reservations Team responds to all Guests with utmost Professionalism, completing all reservations accurately and meeting guests' expectations
* Demonstrates In-Depth knowledge and understanding of FIVE’s operating systems, including but not limited to Opera PMS and Genesys
* Collaborates with Reservations Management Team and the Revenue Team to control inventory, ensuring productivity and performance levels are Consistently met and exceeded
* Builds and maintains Effective Working Relationships while promoting FIVE’s culture and values, contributing to the vibrant 'Vibe at FIVE'
* Collaborates with other Departments to ensure a Cohesive Guest experience
* Is fully conversant with all Business Segments, including rates, offers, and promotions, and handles all tasks linked to the Reservations Department with Finesse
* Maximises room revenues and creates additional revenue through Effective upselling techniques and by following Strategic Plans
* Discusses Strategies with Reservations Management and the Revenue Team to enhance daily occupancy levels and Optimise Room Utilisation
* Processes and analyses daily revenue reports, including day-to-day pick-up, full month pick-up reports by segment, daily occupancy reports, weekly trend reports, and others, ensuring Data-Driven Decision-Making
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