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Assistant Reservations Manager

Mumbai, MH
Job Code:
  • Travel
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Job Details

Responsible for managing day to day operations of the reservations department under the Reservations Manager. Responsible for maximizing sales opportunities within the hotel, ensuring all queries and bookings are carried out in an accurate and time effective manner.The Assistant Manager should be totally familiar with all Reservations standards and procedures and follow them thoroughly. DUTIES & RESPONSIBILITIESReservations Assist the reservations manager in proper functioning and day to day operations of the reservation department as well as handle the department in the absence of the reservations manager Maintain accurate and up to date files and systems as required by the department. Keep up to date on all key customers, contracted, BAR and retail room rates, special offers and promotions. Demonstrate thorough knowledge of and actively sell all products, services and special events within the hotel. Forward all queries and requests pertaining to corresponding departments for immediate response and follow up to ensure the same have been duly actioned. Assist the Reservation Manager for group business starting with managing leads, inventory & rate allocation for groups, room allocation once confirmed, follow up for rooming lists and other guest co-ordination. Become the champion for Starwood loyalty programs as decided by the Reservations Manager in the reservations department and ensure information and updates are constantly available to all in the reservations department. Record and process all reservations made by phone, fax or email or via internet/ GDS etc Offer room category and rates as per availability in PMS. Upsell whenever considered suitable. Check the duplicate profile report on a weekly basis and merge/ purge profiles accordingly. Record this information and inform the reservations manager before deleting any profiles. Ensure on a daily basis that all suite and handicap rooms are pre-blocked in Opera. Collect and maintain the blacklist file in coordination with the Credit Manager. Ensure all complimentary, house use, upgrades featuring in Opera are supported with relevant approved documentation. Endeavour to process all correspondence on a daily basis. Respond to all client queries both internal and external within 24 hours of initial contact(including traces and special requests) Monitor, maintain and clear the waitlist file as per availability. Ensure every customer is top priority and that the telephone courtesy and service extended is consistently as per brand standards. Answers the call within 3 rings. Cross check that all reservations are made within the guidelines of daily status and brief the department manager of any discrepancies. Check the IPS Audit Reports on a daily basis and highlight any discrepancies to the department manager. Ensure that all phone lines, hold music, voice mail, MARS are in proper functioning condition. To spot check reservations made the previous day and check all VIP arrivals. Co-ordination with Front Office to handover group details and FIT billing details accurately and in a timely manner. Work in co-ordination with the sales and catering team and assist them in managing client reservations, lead generation, group bookings etc Ensure guest comments are recorded in guest history and acted on when appropriate. Handle all guest complaints in an effective, courteous manner in the least amount of time. Cultivate engaging, professional relationships with customers to gain loyalty, trust and top choice whenever they wish to have a lifestyle experience. Uphold the Starwood Care culture by demonstrating the Star Service Standards at all times to guests and fellow associates. Undertake additional duties as requested by the department manager and hotel management. Preparation and compilation of various reports as required by the department manager. Assist the Reservations manager in Training & Development of Reservation Agents & Executives on specific areas such as Group reservations, Starwood loyalty programs etc Ensure all reservations are accurate with guarantee details. Follow up on any pending billing e.g. Travel agent vouchers etc Review all late cancellations and charging of retention as per the policy. Monitor group billing accounts for accuracy, and co-ordinate with cashier and front office for correct billing of room guests. Understand and adhere to relevant workplace health and safety standards. Personally ensure compliance with all workplace health and safety and occupational health and safety legislation, and related hotel and Starwood policies. Handling the duty roster / weekly offs. Distribute any information related to new developments in other company s structure, new assignment, project which could be of interest and benefit the hotel. Anticipating guest s needs through observation and offer prompt effective service either personally or through effective communication with other associates. Thus ensuring that the work practices and conduct are aligned with The Westin Mumbai Garden City Hotel Vision.
Additional Degree: BHM (Hotel Management)

Experience: 3-8


Front Desk | Ground Staff | Operations
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