About the Role
The Manager, Reservations is responsible to maximize room revenue, occupancy and the average rate by utilizing Revenue and Yield Management techniques; to set up a focused and dedicated team that functions as per organizational standards; to ensure prompt, efficient and responsive service to guests so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high team morale; to ensure that the department is dedicated to providing all guests a comfortable, pleasant and memorable experience during their stay; to project an image of courteousness and hospitality while handling guests.

Key Duties and Responsibilities

• To provide prompt, courteous, and efficient service to all guests so as to achieve a high level of guest satisfaction.
• To direct and to coordinate Resort reservation activities for Tour Operators, Travel agents and direct guests through the subordinate supervisory team.
• To review all Resort booking reports and current status.
• To follow up with the Sales and Marketing team and Revenue Manager on bookings and forecasts.
• To estimate future bookings and to establish a working schedule in order to achieve targets and budgets.
• To prepare strategies to deal with unexpected changes in bookings and queries from guests.
• To ensure that the Reservations Team answers and converts enquiries by phone or email into bookings (working towards the sales targets).
• To ensure that the Reservations team understands availability, global availability, and seasonal occupancy.
• To ensure that the Reservations team adheres to cancellation policies, allocations, stop sales and free sales.
• To be responsible for maintaining accurate data on the property management system and central reservation system.
• To verify sales of the villas and to ensure no overbooking.
• To ensure proper flow of communication within the department and with other departments.
• To ensure that the Reservations team replies to all faxes, emails, telephone calls and correspondences within 24 hours.
• To establish proper office filing system.
• To be prepared to work flexible hours and on weekends, if required.
• To work closely with the Sales and Marketing team and Revenue Manager to achieve set goals and objectives.
• To attend Sales and Marketing meetings, where necessary.
• To maintain an exemplary standard of conduct and dress code.
• To ensure that all reservations are processed as per the Resort’s standards on the Property Management System.
• To ensure that the Reservations team reads all reservation correspondence thoroughly for Special instructions/requests and executes them accordingly.
• To ensure that the reconfirmation procedure (60 days, 30 days, 15 days, and 2 days prior to arrival) is followed to avoid No Shows.
• To investigate reasons for No Shows and last-minute cancellations and to approve the Retention Charges for all cancellations and No Shows as per the Free Individual Traveler and Contract clauses.
• To ensure that all Free Individual Traveler reservations are guaranteed.
• To ensure that all rates are checked thoroughly and daily to avoid rebates.
• To be in constant touch with Local Tour Operators, Foreign Tour Operators, Local Travel Agents, and Foreign Travel Agents to generate business.
• To carefully monitor the Allotment of Foreign Tour Operators and Contract Clauses as per the signed Contracts.
• To monitor the “Closed Out” dates carefully and to ensure that “Closed Out” status is sent to concerned sources, with the approval of Director of Sales.
• To plan strategies for the low season and low dates with the General Manager, Director of Sales and Revenue Manager.
• To ensure that the Reservations Team makes all efforts in selling, thus enabling revenue budgets to be met.
• To be responsible for the daily operation of the Global Distribution System and its updating.
• To prepare Monthly Reports.
• To actively elicit guest preferences and feedback regarding Resort services and to ensure action is initiated on the same to maximize guest satisfaction.
• To ensure that the room revenue is maximized through up selling within stipulated guidelines.
• To handle difficult situations effectively.
• To conduct behavioral and vocational training for the subordinates, in own and related work areas, to enhance skills and develop multi-functionality.
• To adhere to all Resort policies and standards.
• To share knowledge and skills with subordinates and other colleagues.
• To ensure that subordinates and all fellow colleagues follow Safety rules and operating procedures.
• To keep the immediate superior, Director of Sales, promptly and fully informed of all problems or unusual matters of significance.
• To perform all duties and responsibilities in a timely and efficient manner, in accordance with established Resort and company policies and procedures to achieve the overall objectives of this position.
• To maintain a favorable working relationship with all other Resort and company employees, to foster and promote a cooperative and harmonious working climate.
• To always project a favorable image of the ‘’Reservations Team’, “One&Only Le Saint Géran” and “One&Only Resorts” to all.

About You
The ideal candidate should have at least a Bachelor’s Degree in Management/Tourism/Hospitality Management. The candidate should have at least 2 years of experience in the same role and should be fluent in both spoken and written English and French.

Position open for locals only