Assistant Reservations & Service Center Manager

Job Description

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OVERVIEW / BASIC FUNCTION :

To maintain high levels of service and manage a team with the same standards.

Responsible for all tasks pertaining to the Service Center and Room Reservations.

Assistant Reservations and Service Center Manager supervises the team to ensure that prompt, courteous and efficient services are provided, in accordance with Rosewood Abu Dhabi standard operating procedures.

To maximize rooms profit through the control of room inventory and yield management in all booking channels.

RESPONSIBILITIES :

• Identify trends and offer recommendations toward increasing market share and RevPAR.
• Maintain open communication with CRO and GDS channels to ensure rate consistency.
• Implement yield movement strategies and provide selling instructions to reservation and front office agents.
• Analyze effectiveness of promotional programs.
• Ensure all electronic brochure information is updated and accurate (GDS, OBE’s).
• Ensure all Property Information is accurately loaded in the RHR Website, with available rates and room types sequenced logically.
• Facilitate the loading of all rate codes in Opera and SynXis.
• Review the previous night's occupancy report to forecast future business patterns.
• Work closely with the Director of Revenue Management to determine overbooking percentages.
• Ensure the Property Management System (Opera) and related systems are configured optimally for reservation input, revenue capture, and daily operations.
• Ensure package elements are correctly priced, configured, and profitably attached to rate codes.
• Evaluate incoming call requests to determine proper Reservation Office coverage.
• Provide ongoing reports on the reservations department’s effectiveness.
• Review travel agent commissions.
• Maintain department training and standards manual.
• Monitor and input all reservations into the system, including manual entries.
• Support guest data collection and ensure guest history accounts are current.
• Process advance deposits, refunds, and confirmations accordingly.
• Conduct formal training for new hires on job functions and department orientation.
• Communicate VIP reservations to the Managing Director and department managers.
• Review master file activity daily for accuracy.
• Monitor waitlist and prioritize guest contact for room availability.
• Ensure “pre-sell” processes for reservations to generate spa and restaurant revenues.
• Compile no-show reports for future business forecasting.
• Communicate room availability and status changes to relevant teams.
• Review reservations made during restricted dates and correct errors.
• Ensure rate codes are loaded in Cendyn and confirmation letters are accurate.
• Assist reservation staff as needed.
• Recruit, train, and counsel reservation associates regularly.
• Supervise and motivate team members to maintain service standards.
• Interact courteously and professionally with guests, staff, and community members.
• Perform any other tasks assigned by management.
• Be fully knowledgeable of the Property Management System (PMS) in configuration and operation.
• Handle accommodation inquiries following Rosewood standards, Forbes, and LQA guidelines.
• Control and manage room inventory per Revenue Team guidelines.
• Accurately input guest information into Opera PMS.
• Generate and send reservation confirmations.
• Issue payment links and process payments as per policy.
• Coordinate with Finance for virtual credit card and bank transfer payments.
• Work with Sales and Marketing to ensure reservations align with agreements.
• Communicate reservation details and special requests to relevant departments.
• Apply Revenue Management principles to optimize hotel revenue.
• Process credit card payments for direct reservations and record transactions.
• Verify reservation details and communicate with operational teams.
• Recheck bookings and correspondence for accuracy.
• Attend Arrival Review meetings to communicate reservation details.
• Monitor and coordinate reservation commissions with Finance.
• Supervise, coach, and train team members.
• Manage reservation team schedules and rosters.
• Answer calls professionally, providing hotel information and handling requests.
• Report equipment issues and participate in safety training.
• Assist in emergency procedures and safety compliance.

OSHAD RESPONSIBILITIES :

While at work, associates shall :

ACCOUNTABILITY :

QUALIFICATIONS :

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