Reservations Manager at InterContinent… · Malaysia

Reservations Manager at InterContinental Hotels & Resorts®, You will act as a key revenue partner to the Director of Revenue, executing yield and inventory strategies to drive revenue growth. You will ensure that reservations are handled efficiently, adhering to established standards and procedures. This includes managing rooming lists, cut-off dates, and guest complaints while reviewing and analyzing data to ensure accuracy and timely input into the system. You will oversee daily operations within the department, ensuring all tasks are completed effectively

Your day to day

People

• Monitor the daily operations of reservations.
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues.
• Drive a great working environment for teams to thrive - linking up departments to create sense of one team.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Recommend or initiate any HR-related actions where needed.
• In the absence of the Director of Revenue, attend morning meetings and conducts shift briefings to ensure all hotel activities and operational requirements are clearly communicated.
• Participate in staff recruitment, organize on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients’ satisfaction and adherence to IHG brand standards.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
• Works with superior in the preparation and management of the Department’s budget.
• Conduct annual performance evaluations.

Guest Experience

• Manage reservations strategy in line with leisure peaks, school holidays, festivals, and high-demand periods specific to Penang
• Maintain a high level of product and service knowledge about all IHG Hotels in your region.
• Accept and follow up wait list reservations.
• Maintain knowledge of special rates / offers / promotions.
• Monitor extranets of OTAs and TAs.
• Ensure OXI must be reviewed and balanced at least twice everyday.
• Ensure arrivals/ VIP bookings must be checked carefully and prepared prior to check in.
• Ensure RIMS configuration / confirmation, amendment, cancellation, transfer confirmation letters / pre-arrival and post-stay emails / e-folio set-up in corporate design and accurate information.
• Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
• Maintain all reservation standards / IHG brand standards. Internally audit telephone and upselling skills.

Responsible Business

• Prepare and execute action plans which increase reservation sales and associated business.
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done.
• May also serve as Manager On Duty (MOD) on request.
• Perform any other duties which may be assigned by the management from time to time.

Financial

• Execute inventory and allocation adjustments in line with approved revenue strategy and escalate exceptions to the Director of Revenue.
• Help create the department’s annual budget and the setting of departmental goals.
• Control rooms inventory including allocation and reservations to areas of maximum yield and blackout dates.
• Review Concerto and Opera availability keeping sufficient inventory for high yield segments.
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
• Ensure all internal package breakdowns are loaded and in line with financial department.
• Ensure that the team is aware of the internal credit policy.
• Follow up on lost business and bring information about them to the knowledge of the department superiors.
• Keep department informed of all changes in systems or procedures.
• Monitor reservation pick-up for the coming months.
• Manage “no show” reservations and cancellations by investigation, recording and following up penalty charge.
• Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks.
• Manage allotments for Wholesales FIT.
• Prepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.).

Monitor upselling target and encourage team to yield more r