Cluster Assistant Reservation Manager

KEY RESPONSIBILITIES

Operational:

• Records reservation information accurately
• Identifies and records group and transient business codes
• Informs other departments of VIP arrivals
• Identifies commissionable reservations and secures required information
• Records and processes deposit information
• Identifies and records special billing instructions; approves credit after consultation with the credit controller
• Files all reservations in a systematic order for easy referral
• Records requests for special accommodation and suites
• Uses and ensures up-selling techniques are followed by reservation agents
• Handles all special requests appropriately
• Pre-blocks all special requests or VIP accommodations accurately
• Keeps all departments informed of the new group bookings
• Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to the guests
• Deals with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner
• Acknowledges assigned reservation faxes and messages
• Check previous night’s statistics
• Review No Show and early departures
• Check the selling availability and strategy with the Revenue Manager and ensures it is followed by reservation agent.
• Check all arrivals
• Cancellation by Date (Previous Night)
• Rate Change (Previous Night)
• Stays Activity (Previous Night)
• No Shows of the Day (Previous Night)
• Early Departure Report (Previous Night)
• Check the pigeon hole, fax machine and emails for reservations
• Action all correspondence immediately
• Follow up no shows with the companies
• Follow up LPO’s and vouchers
• Check all complimentary and upgrade forms
• Ensure correct rate codes and market codes for in house guests
• Print all arrivals for the next day
• Check next day arrivals and send the correspondence to Front Office
• Follow up any visa applications as per procedures
• Assists associates to perform similar or related jobs
• Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests
• Maintains own working area, keeps materials clean, tidy and in good shape
• Continuously seeks to endeavor and improve knowledge of own job function
• Updates information of hotel facilities and nearby sights of interest and importance (hospitals, stations, tourist sites)
• Maintain standards of operation and departmental procedures
• Accept methods of payment by the hotel and hotel’s credit policy
• Ensure correct guarantee status in the system for all arrivals
• Update company and travel agent profiles in OPERA
• Communicates effectively with guests, associates, and supervisors.

LAWS, REGULATIONS & POLICIES

• Ensure compliance with business operations laws
• Ensure compliance with hospitality operations laws
• Supervise closely all applicable rules of safety in the workplace as well as all statutory laws of the country and local municipality laws.

HEALTH & SAFETY

• Ensures that all potential and real hazards are reduced immediately
• Fully understands the hotel’s fire, emergency and bomb procedures
• Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees
• Ensures that own staff works in a safe manner that does not harm or injure self or others
• Stimulates and encourages a general awareness of health and safety in tasks and activities
• Ensures the safety of the people and property within the premises by applying hotel regulations, adhering to existing laws and regulations
• Anticipates possible and probable hazards and conditions and corrects them or take action to prevent them from happening
• Ensures that the highest standards of personal hygiene, dress, uniforms and appearance

LEADERSHIP

• Maintaining a business environment based on Code of Conduct and Company Vision
• Maintain and enhance the open door policy to all associates providing advice and guidance when needed in regards to their issues or concerns and/or grievances
• Responsible for People leadership of direct reports (and their terms) recruitment and selection, performance management (Appraisal/ PDP), associate development and motivation, counselling/ disciplinary issues.
• Conduct regular coaching sessions/1:1s with direct reports

HUMAN RESOURCES

• Ensure that the hotels are fully compliant with Wyndham people processes and deadlines that govern all Wyndham properties. E.g. AES, Success Matters, Probation reviews etc.
• Ensure that the administration of the probation review process in the operational departments and ensure that follow- up for all issues is done in timely manner and results of both follow- up and the initial reviews are communicated to all relevant parties.
• Talent Reviews have taken place as per the communicated timeline and are live in the business
• Ensure 100% compliance with all mandatory training for departments; as well as the Departmental Trainers are positively encouraged.
• Control the LTO, Absence and Payroll in your department / operational departments in conjunction with the HR Leader on property to ensure that any areas of concern and monitored and rectified to meet the HR BSC Targets.
• Manage the AES process in your department / for the operational departments ensure that the follow up meetings are done and the associates have timely feedback.
• Conduct interviews for relevant roles in conjunction with HR
• Review manning and re- recruitment of all positions in conjunction with HR
• Ensure that you dine in the Associate restaurant at least three times a week and provide HR Leader on property feedback.
• Support WYNcom with quarterly People, Community and Sustainability engagement events

COMMUNICATION

• To conduct or chair regular communication meetings with team(s) and actively participate in relevant business meetings to facilitate effective communication.
• Conduct documented 121’s with all direct reports
• Share all relevant information with GM & HR reports
• Attend all ExCom Meetings
• Attend Business Review Meeting
• Quarterly Hotel Meeting

FINANCE

• Plan and track departmental budget
• Plan and track departmental holidays and lieu days as per the needs of the business
• Review with the Finance leader/HR Leader the payroll figures (and challenge the HOD’s with regard to over spending and casual usage)
• Ensure that the payroll is submitted to HR on the agreed date

SKILLS & COMPETENCIES

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess computer skills
• Extensive knowledge of the reservations sales process.
• Presents ideas and strategies in a confident and professional manner.
• Ability to multi-task & work under pressure with limited resources
• Strong writing skills with excellent spelling & grammar

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me! / I AM Service culture to be responsive, respectful and deliver a great experience to our customers, guests, partners and communities as well as to each other.