Assistant Reservation Manager
ESSENTIAL FUNCTIONS
Manage and coordinate all aspects of the group inventory management process using HILSTAR, OnQ R&I, OnQ PMS, IDeaS and Delphi. Ensures all new, revised and canceled convention room blocks are entered accurately and timely and enters all group information in PMS.
Completes daily review group pick-up report to monitor cut-off dates and group availability. Conducts daily inventory controls to release rooms, extend cut-offs and adjusts availability as determined in the sales contracts, group pick-up meetings, or as determined by revenue management.
Communicates with sales and revenue to ensure consistency and efficiency in group inventory management. Works with meeting planners and sales and service team in providing appropriate feedback concerning groups.
Monitors group resumes ensuring that all information is applied properly. Reviews Delphi daily transaction log to ensure that all group bookings are entered into OnQ R&I/OnQ PMS.
Serve as liaison with local reservations desk at HRCC to ensure efficient work flow, excellent customer service and communication on all aspects of the reservations booking process. Provides all pertinent information and instructions regarding hotel occupancy, promotion, special reservations procedures, operational issues, special events, etc.
Manage all operational and human resources related functions. Interviews, hires, trains and supervises reservation agents for the efficient operation of the department. Monitors performance and gives feedback according to established standards.
Attend revenue management, pick-up, pre-convention and other designated meetings as required.
Provide service recovery for reservations related guest complaints and provides feedback, if necessary, to the customer and other departments.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Cross sell other Hilton Worldwide wherever possible.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Answer other hotel team member's questions regarding revenue management in a friendly and courteous manner.
Provide training to other hotel team members on reservations procedures and principles, as needed.
Ensure that all room’s statistics reports, including OnQ PMS, Report of Operations, and any other related reports are accurate and consistent.
Attend property Staff meetings, and other property specific meetings as requested by the Revenue Manager.
Ensure that all revenue management related systems are maintained.
Contribute to the development of the revenue plan.
Maintain an organized and clean work area and hotel environment.
Maintain daily communication with revenue management and front office.
Perform functions of the reservations sales agent when needed.
Assists in preparing occupancy forecasts.
Perform other duties as assigned by manager.
Update regularly selling scripts to ensure user friendly and maximizing key benefits.
To have a positive impact, taking personal responsibility and initiative to resolve issues.
To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
MANAGING THE OPERATIONS
By planning, prioritizing, organizing and taking control of the day-to-day operation with the use of checklists.
In liaison with the Revenue Manager is responsible for future availability controls, overbooking limits and room type management.
Maintain a consistent selling strategy across all systems and conduct weekly checks to ensure rate parity.
Contribute ideas and suggestions to enhance operational/environmental procedures in the hotel.
Supervise the taking of reservations and operation of systems in accordance with corporate standards. Conduct regularly quality control checks on all reservations both transient and group to ensure data accuracy.
To ensure that all FIT and Group reservations are processed correctly within the specified time following departmental and hotel/brand procedures via daily monitoring of quality and consistency.
To manage effective record handling and filing systems.
PROFIT
Develop and maintain an up sell strategy based on room types that generate highest contribution margin (RevMax). Initiate and conduct regular product knowledge sessions for Team Members with particular emphasis on “up selling”.
Develop the Reservations team to maximize revenue on every call.
MANAGING CUSTOMER SERVICE
Create an environment where everyone in the department is focused on creating that special experience by delivering exceptional customer service.
Being guest focused at all times, dealing with clients in an efficient and courteous way, displaying professionalism and thereby ensuring repeated business.
Develop and maintain a high level of communication with competitive set, ensuring regular communication to gain intelligence. Keep abreast of market trends, changes and movements that will assist the hotel in formulating and implementing long and short term strategies.
Develop and maintain a high level of communication within the hotel, and with all major sources of business.
HILTON HONORS
To ensure the team are actively promoting the program to all potential and existing customers.
To deliver loyalty program benefits and promote enrolment of Hilton HHonors.
Be fully aware of the benefits of HHonors and able to promote these to the customer.
Actively promote the benefits of double dipping upon reservations to frequent flyer only customers thereby reducing the percentage of frequent flyer only stays.
Ensure all HHonors members receive the benefits they are entitled to.
TEAMWORK
Support the Revenue Manager / Director of Business Development by providing feedback on team performance, development opportunities and operational matters.
Control the staff roster, ensuring that productivity levels are met and that payroll costs are monitored within budget.
Create a team that works together with trust and takes responsibility to meet the goals of the department and the Hotel.
Ensure the reservations department operates with a sales attitude and all team members are aware of revenue opportunities within the hotel that will assist with the maximization.
Ensure the reservations team are set demanding but realistic targets and educated on methods of achieving them. The reservations team is kept informed of their performance results on a regular basis.
To review and monitor Front Office and Business Development teams as to ensure they operate with a commercial attitude, are aware of revenue opportunities within the hotel which will assist in the maximization of revenue & profit. Be proactive in making recommendations to improve working practices in order to assist in driving revenue and profit. Gain commitment, agree on actions for change and/or improvement and implement.
Identify potential candidates for internal moves and succession planning. Evaluate development needs and skills of team members and agree on future objectives and action plans.
Implement training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.
Maintenance of Systems and Procedures
Adhere to company credit policies to ensure all expected revenues are secured.
Ensure management and quality of data of all revenue and reservations related systems not limited to IDeaS, Nor1, GDS, Horizon, OnQ PMS and OnQ R&I.
Responsible for the ongoing training, system usage, quality of output and monitoring of IDeaS v7i.
Remain fully conversant with the uses & applications of all systems relating to revenue management.
GENERAL
Maintain good housekeeping, cleanliness and maintenance of the area you are responsible for, ensuring they are clean and tidy at all times.
Ensure all equipment required in the department is maintained to a high level that allows efficient working procedures.
Any other duties assigned by Director of Business Development or designate.