Cluster Reservations Manager
Rotana
Total years of experience :10 years, 6 Months
Cluster Reservations Manager in charge of the
Revenue department in Erbil Rotana and Erbil Arjaan by Rotana hotels
• Set up group booking information, create and maintain group files; ensure the group information, rate code, billing instructions rooming list are accurately entered
• Build Group Summary files with Guest names, room requirements, arrival and departure details, credit and billing instructions with appropriate supporting documents, transportation arrangements distributes group related information to all related departments
• Prepare weekly group pick up report
• Participate in pre-con and post-con meetings for updates, and feedback where a group is reviewed
• Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment
• Apply the required operation procedures of PMS and E-Distribution channels; understand rate structure and be able to implement rate, inventory management changes as directed by the Revenue Manager, or direct report, in order to be able to implement rate and inventory changes
• Ensure all administrative procedures are maintained to company standards (e.g. any pending reservation is checked and actioned, complete re-confirmation process on a daily basis within 24 hours, run the daily reports validate reservation ‘no-show’ charges etc. in order to ensure correctness of information in the Reservation Department
• Assist the reservation team with handling room and group reservations; maintain a constant check on all incoming calls/ emails, and other relevant communication to the department, and delegate to ensure a required task is completed
• Monitor all reservation enquiries professionally
• Maintain the Department schedule whereby there is appropriate coverage to handle reservation calls, minimising loss of calls, and ensuring a high level of conversion into bookings
• Identify areas and / or agents who need improvement and follow up with action plan after consultation with the Director of Revenue or direct report if necessary
As an Airport Representative i was responsible to meet and provide prompt, courteous and efficient service to all Guests so as to achieve high level of Guest satisfaction through personalized service from arrival till departure.
Promote and maintain good working relation with airline desk, customs, immigration and other airport personnel
Expedite the Guest entry to the country by ensuring entry visas etc. are correct and have full and up to date knowledge of the visa procedures.