Assistant Reservations Manager

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done.  Anantara employees always find new ways to look after the business, their guests, and their colleagues.  Within this, the key responsibilities for this position are:

• Ensure effective operation of the Reservations department in meeting the business goals of the hotel. 
• Ensure that all Standard Operating Procedures are being adhered to, by training all team member and monitoring their performance.  Continue to capture best current practice in new LSOPs.
• Training of Reservation Department in all aspects or reservations operations to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and satisfaction of guests and employees.
• Assist Revenue Management with inventory management, including maintenance of allotments, group blocks, and rate codes in all applicable systems.
• Responsible to drive maximum revenues of preferred Anantara rate/package products by applying relevant selling strategy.
• Understand how Sales offices, Group Sales Department and Front office relate to the Reservation Department.
• Monitor daily arrivals by ensuring all guest requests are carried out and communicated to other relevant departments, all realistic expectations are met, and reservations are honoured.
• Build and upkeep close working relationship with Groups Sales Department. Ensure booking status reflects the correct Groups status. Regular follow up on pending/tentative/definite Groups.
• Take personal responsibility for driving Upselling within the property by setting monthly targets per reservation team member in order to achieve target.
• To continuously review technical problems, work & operational procedures to maintain guest and employee satisfaction.
• Ensure Booking Status is constantly up to date; no back log of reservations, reservations without guest names, unattended tentative/guaranteed group blocks.
• Responsible for the administration of the Assistant Reservation Manager, Reservation Supervisor, Reservation Agents.
• Ensure all team members are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.  Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
• Maintain a motivational working environment within the department, and with other colleagues in the hotel.
• Submit requested reports and information to regional/corporate office in a timely manner.
• Provide all team members with appropriate coaching and counseling, support and guidance.
• Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In depth understanding of local seasonality and booking patterns.
• Proactively promote other sister properties of Minor International.
• Liaise with the Accounting Department for accounting an up to date information related Reservation procedures, reports and operational problems and payments of commission.

#LI-MH1

• Minimum 3–5 years of experience in hotel reservations, with at least 1–2 years in a supervisory 
• Hotel reservations operations / Luxury background
• Relevant hospitality certifications or reservations/revenue-related training are an added advantage 
• Proficiency in Opera / Opera Cloud - Strong knowledge of PMS, CRS, channel distribution, and rate structures