Assistant Reservation Manager
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, where 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 fulfill 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
2.1 Maintains complete knowledge of and complies with all departmental policies and service standards.
2.2 Maintains complete knowledge of correct maintenance and use of equipment. Uses equipment only as intended.
2.3 Anticipates guests’ needs, responds promptly, and acknowledges all guests, though busy and at any time of the day.
2.4 Maintains positive guest relations at all times.
2.5 Resolves guest complaints, ensuring guest satisfaction.
2.6 Monitors and maintains cleanliness, sanitation, and organization of assigned work areas.
2.7 Maintains complete knowledge of:
All hotel facilities and services, hours of operation.
All guest room layouts, bed types, décor, appointments, and locations.
Room availability for any given day.
Restricted dates, rates, and room types.
All room rates, packages, and promotions.
Specific arrangements between hotel and travel agencies, corporate reservations center.
Entertainment and special events scheduled in the hotel.
Accesses all functions of the computer system.
Evaluates the staffing requirements and prepares work schedules weekly, adhering to budget goals.
2.8 Ensures that the reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
2.9 Documents any late or absent employees; maintains accurate and current employee records.
2.10 Schedules and assigns employees’ breaks.
2.11 Communicates anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
2.12 Legibly updates information board.
2.13 Ensures that employees are knowledgeable about hotel services, features, and amenities.
2.14 Prepares and communicates assignments to the employees. Assigns additional tasks as they arise.
2.15 Responds to incoming calls.
2.16 Accesses and ensures that reservation agents properly access all functions of the reservations system.
2.17 Monitors and ensures that reservations employees perform their job functions according to the hotel's standards.
2.18 Monitors and ensures that all reservations (including manual) are entered into the system.
2.19 Monitors reservations requested by fax, telex, and mail.
2.20 Ensures guest history accounts are kept current.
2.21 Ensures advance deposits, refunds of such, and confirmation of both are processed.
2.22 Monitors group reservation activity daily and communicates status with sales department. Follows up on tentative sales bookings with respective sales manager to update status.
2.23 Ensures group files are accurate and kept current.
2.24 Ensures that group requirements are entered from the sales booking sheet.
2.25 Processes change forms received from sales after checking availability; resolves any discrepancies.
2.26 Ensures that group room blocks are released to general inventory after group's cut-off date or cancellation.
2.27 Ensures that rooming lists are entered into the system.
2.28 Pre-blocks group rooms where special requests are made.
2.29 Assists reservations staff whenever necessary in performing all job functions.
2.30 Conducts a one-week formal training program on the required job functions with criteria expected, department orientation with new hires, and ongoing training with existing employees.
2.31 Works closely with other departments to effectively accommodate guests' special requests and amenities.
2.32 Communicates designated VIP reservations to the general manager and department managers.
2.33 Works closely with the front desk manager in determining the percentage for overbooking.
2.34 Reviews no-show reservations and processes charges. Tracks group no-show reservations and distributes to sales department.
2.35 Compiles reports on no-shows for future business forecasting.
2.36 Reviews master file activity report daily for accuracy of codes, rates, and guest information.
2.37 Communicates room availability (particularly status changes on any date) to reservations employees, front desk manager, and corporate reservations center.
2.38 Reviews any reservations erroneously taken during restricted dates with the individual responsible.
2.39 Reviews previous night's occupancy report and tracks for forecasting future business patterns.
2.40 Monitors wait list and determines priority of guests to be contacted for room availability.
2.41 Creates travel agent master in computer.
2.42 Reviews travel agency commission report daily for accuracy; resolves any discrepancies.
2.43 Monitors system problems, maintains log of such, and coordinates corrections with the service company representative.
2.44 Prepares work orders for maintenance repairs and distributes them to engineering.
2.45 Maintains supply levels and legibly documents needs on a requisition.
2.46 Organizes and sets up office files on designated reference or resource information; keeps filing up to date.
2.47 Prepares and distributes weekly, monthly, and annual forecasts.
2.48 Prepares and submits daily and weekly payroll records.
2.49 Ensures that all pertinent information is documented in the logbook daily.
2.50 Conducts performance appraisals of designated staff annually.
2.51 Attends designated meetings.
2.52 Reviews status of assignments and any follow-up action with on-coming supervisor.
2.53 Predicts that all activities and purchased equipment and belongings may impact the environment; joins all activities which are organized to protect biological diversity and shares responsibilities to increase environmental knowledge and carry out necessary trainings. Provides minimum consumption of currently used materials and equipment (paper, printed out, etc.).
2.54 Implements necessary warnings and departmental trainings to save energy inside the facility. Carries on implementing decisions taken for saving energy. Predicts effects of environment and efficiency of energy on purchased equipment.
2.55 Implements responsibilities to eliminate and collect waste properly, reduce environmental pollution, and minimize harmful effects to the environment.
2.56 Carries out instructions given by the management team and head office.
2.57 Carries out all responsibilities related to the quality management and food safety management systems implemented at the facility.
Qualifications
Education: High school graduate or equivalent vocational training certificate, some college.
Experience: One year’s experience as a reservations agent, preferably in a style hotel.
Foreign language: Fluency in English both verbal and non-verbal.
Courses and training: Ability to input and access information in the property management system and computers.
Computer literacy: Perform basic arithmetic.
Skills: Familiarity with yield management and forecasting. Ability to perform job functions with attention to detail, speed, and accuracy. Ability to prioritize and organize, be a clear thinker, and remain calm. Ability to resolve problems using good judgment, follow directions thoroughly, understand guest service needs, and work cohesively with co-workers as part of a team.
Additional information
2.1 Assists the executive culinary chef in the full operation of all kitchen units.
2.2 Is responsible for the cost, quality, hygiene, taste, presentation of all types of food produced in or purchased by the facility, and customer satisfaction related to these.
2.3 Within kitchen hygiene rules, chefs working in the kitchen should have short and well-cared-for hair; it is not allowed for men to have a moustache or beard.
2.4 Identifies work methods and cooking standards and ensures that these are applied to guarantee food is prepared in a quality manner and that personnel work efficiently.
2.5 Works in a coordinated manner with all section chefs and instructs them as needed.
2.6 Personally controls that the presentation and quality of food prepared for breakfast, lunch, and dinner is in accordance with the standards.
2.7 Prepares the list of materials to be purchased, places their orders on the system, and checks the meat, fish, and vegetables that are purchased.
2.8 Controls the daily provision vouchers and accelerates the circulation of slow-moving supplies.
2.9 Checks the cooling systems of food storages and ensures that food is used according to the first in, first out principle.
2.10 Plans food production in accordance with the stages identified by the executive culinary chef.
2.11 Controls the current status of raw foods and provisions as well as the way that excess food is used; prevents food from spoiling, uses excess food efficiently, and controls portions of food.
2.12 Is responsible for preparing standard recipes for all foods produced in order to standardize portions, taste, and quality.
2.13 Continuously monitors that personnel working in the department comply with personal hygiene rules.
2.14 Ensures that the records needed for the food safety system are kept regularly.
2.15 Checks all storage houses at the beginning of work, ensures they are orderly, delivers old products to production, and makes sure remaining food is utilized.
2.16 Checks the menu and informs and warns personnel of any missing or problematic products so that the same situation does not reoccur.
2.17 Monitors performance of personnel and reports personnel who do not work efficiently to the executive culinary chef.
2.18 Organizes personnel’s weekly schedule. Controls monthly timecards and submits to the executive chef for approval.
2.19 Identifies training needs of kitchen personnel and ensures necessary trainings are organized and delivered.
2.20 Delivers trainings to food production personnel about menu preparation, product recipes, and food costs (except for standard trainings such as the food safety system and ISO standards).
2.21 Predicts that all activities and purchased equipment and belongings may impact the environment; joins all activities which are organized to protect biological diversity and shares responsibilities to increase environmental knowledge and carry out necessary trainings. Provides minimum consumption of currently used materials and equipment (paper, printed out, etc.).
2.22 Implements necessary warnings and departmental trainings to save energy inside the facility.
2.23 Implements responsibilities to eliminate and collect waste properly, reduce environmental pollution, and minimize harmful effects to the environment; leads staff accordingly.
2.24 Ensures safe handling, storage, and use of chemicals in accordance with laws; controls and reduces chemical pollution.
2.25 Carries out all responsibilities related to the quality management and food safety management systems implemented at the facility.
2.26 Carries out all other duties assigned by managers and hotel management not specified in the job description.