Company Description
Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, you will be able to truly find yourself; they all share a common ambition: to keep innovating and challenging the status-quo.
By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Hospitality is a work of heart, Join us and become a Heartist.
Job Description
Job Purpose
To plan and coordinate all Reservations activities to ensure a smooth and efficient running of the Department, whilst ensuring maximum revenue is achieved and high occupancy is maintained. Provides ongoing leadership, support and guidance to the entire Reservations team to ensure the overall success of the Department.
Primary Responsibilities
* Supervision, support and training of Reservations Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
* Prepare yearly forecasts of occupancy and revenue in conjunction with Management
* Prepare and follow monthly objectives to increase occupancy and revenue
* Handle all incoming reservations enquiries in a timely manner, taking particular care to up-sell and maximise revenue opportunities
* Explain variances between forecast and actual occupancies and advise Management accordingly
* Ensure revenue is maximised through revision of occupancies, especially during peak seasons
* Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity
* Manage internal allocations of promotional specials, Unit Owners, RCI and Minimum Income Agreement units
* Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area
* Compile relevant Reservations reports as necessary
* Coordinate group bookings at the Hotel, attempting to fulfil client requests and special needs where possible
* Identify the early stages in over-booking situations and attempt to find solutions or alternatives to mitigate this
* Check manifests and email booking confirmations to ensure they correspond with bookings in the Property reservation system
* Hold regular yield meetings with the General Manager and Front Office Manager to review high and low occupancy periods, events and review opportunities
* Attend regular Front Office meetings to ensure clear communication between the Front Office Team, Sales Team and Reservations Team
* Maintain records of special accounts and travel agency statistics, to provide Sales with accurate account statistics
* Advise Sales Team of any relevant sales leads
Qualifications
* Minimum 1 year experience in a reservations/sales leadership role
* Qualifications in Hospitality/ Tourism Management or Sales/Commercial
* Hotel industry experience is preferred but not essential
* Demonstrated leadership experience, in a sales environment preferred
* Strong computer and systems skills preferably in Opera Cloud
Additional Information
Competencies
* Strong analytical skills
* Positive energy, eye for attention to detail and strong drive for results
* Ability to work with multiple stakeholders and fast paced environment
* Appropriate working rights to work within Australia
* An ability to understand and navigate complex stakeholder environments
* Strong focus and passion for hotel operations
* Sound understanding of emerging trends in the industry
* Demonstrated ability to coach, mentor, develop and inspire teams
* Confident and articulate communication, negotiation, relationship and networking skills
* Time management skills with the ability to multitask
* Strong personal integrity
* Good interpersonal skills with ability to communicate with all levels of team members
* Flexible and able to embrace and respond effectively to change
* Role model in Accor values and Heartist culture
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