Reservations Manager

Key Responsibilities

• Responds positively to Reservation Inquiries, cultivating future Sales Leads.

• Provides Prompt and Efficient Service while maintaining FIVE's luxurious standards of service.
• Always verifies the Understanding and Adherence to FIVE s Policies and Procedures.
• Trains the Team to Respond to all Customers in a highly professional manner, ensuring Accurate Reservations.

• Ensures that the Team maintains a high level of Guest Telephone Contact Skills, promoting FIVE through Next-Level Upselling skills.
• Is fully conversant with all Business Segments, Rates, Offers, and Promotions.

• Empowers the Team to follow Standard Operating Procedures (SOP) and Achieve Targeted Results, including higher quality calls, lower response time, higher number of calls and emails handled, improved accuracy, and impeccable reservations records, while Adhering to Safety Standards.
• Maximises Room Revenues and creates Additional Revenue by utilising effective Upselling Techniques and following established strategies.

• Identifies Sales Opportunities for Revenue Generation through individuals, corporate accounts, wholesalers, and travel management companies.

• Ensures all agents are equipped to answer Internal and External Phone Calls promptly and efficiently, achieving Sensational Outcomes for all Guest queries and room reservation requests.
• Supervises the Team to maximise Guest Satisfaction and Comfort, delivering a positive and timely response to Guest Inquiries and problem resolution.

• Takes responsibility for Duties and Tasks assigned to the role, ensuring all work is carried out in a timely and professional manner with a bold and FIVE-Styled Mindset.
• Delivers on Departmental Plans and Objectives, supporting FIVE s Initiatives and achieving Targets.

• Collaborates with immediate reports to Control Costs and Inventory, attaining industry-leading Productivity and Performance levels.
• Builds and maintains Effective Working Relationships while promoting FIVE s Culture and Values, and elevating the Vibe at FIVE.