Mandarin Oriental Hotel Group
Duties and Responsibilities
- Manages team and inventory to maximize revenues at all times as well as guides the team to achieve goals.
- Responsible for maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximising revenue opportunities and satisfaction of guests and team members.
- Ensures that audited results meet the standards required in LQE, MOQA and Forbes.
- Supervision on daily basis with reservation team the tracking of the no-show and cancellation reservations as well as daily arrivals for all guest requests to be carried out and communicated.
- Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
- Ensures team members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, billing and processing contracts and motivating the team to increase productivity and monitoring their performance.
- Monitors same day selling procedures to maximize room revenue and control property occupancy
- Has full understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concern to offer better business solution
- Ensures all requests are handled by the team in time frame set by the company
- Ensure colleagues have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their dutie
- Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience
- Services our customers in order to grow market share.
- Build strong relationships with customers, guests and colleagues in order to gain full understanding of their needs and work to serve them effectively
- Sets a positive example for the Reservations Department
- Handles guest complaints and disputes
- Develops, implements and maintains a departmental orientation program for colleagues to receive the appropriate new hire training to successfully perform their job
- Manages team performance through developments plans, monitoring progress on a monthly basis
- Utilizes all available on the job training tools for colleagues
- Creates monthly labor scheduling for team
- Ensures an excellent working relationship with all colleagues within hotel
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