Reservation Manager

The Reservation Manager supports the overall strategic management of the hotel by establishing effective working relationships with senior colleagues, in particular the General Manager, Director of Operations, Director of Finance and Director of Human Resources. This role will provide support and advice to the Commercial Manager in strategic planning and overall business goals relating to Business Development issues of the brand and the hotel, as well as maintain the corporate standards, brand integrity and hotel image. As the Reservation Manager, you will be responsible for performing the following tasks to the highest standards. Provide professional, advisory and executive support to the Commercial Manager in meeting strategic goals. Participate in the development and implementation of policies for the department and hotel. Plan and develop marketing strategies and promotion plans. Oversee and assist in the development and implementation of the hotel’s sales and marketing plans. Set clear objectives for the Business Development team, develop individuals’ skills and carry out performance reviews, coaching and training. Monitor and evaluate contemporary sales and marketing initiatives and trends. Responsible for all marketing activities in the hotel. Manage departmental changes and ensure processes and required infrastructure are in place. Conduct market research, establish pricing strategies and sales targets for the hotel. Manage special projects and other business-related enterprises. Ensure efficient utilization of departmental resources. Ensure the development, update and maintenance of promotional materials. Report on the effectiveness of sales and marketing programs. Manage human resources within the department including selection and recruitment, training and development, team building, team member performance planning and review. Ensure team members in the department are aware of their duties and responsibilities. Initiate corrective measures and actions immediately when the well-being and the normal operation of the department or the hotel are being jeopardized. Ensure team members maintain complete familiarity with safety, current first aid and fire emergency procedure. Ensure that all equipment is functioning and serviced regularly. Manage guest relations and client services including guest and client needs, product and service knowledge, sales effectiveness, communication skills, guest and client feedback. Manage departmental expenses and budget. Prepare monthly outlook / forecast for related expenses and return to management as scheduled. Monitor accounts activities and make adjustments when necessary. Implement cost saving methods for the department in line with corporate policy. Ensure that all revenue related systems are kept up to date with accurate information and all Hilton International standards are complied with fully. Ensure team members abide by both the hotel policies and procedures. Ensure files, correspondence and other relevant business documentation are maintained. Liaise with the corporate office to execute and ensure smooth flow through of all business development initiatives. Coordinate with all Business Development departments within the company to maximize sales opportunities. Represent and promote the hotel to all sectors in the community locally and overseas. Participate in Hilton initiated sales and marketing events. Conduct sales promotion trips to target markets. Maintain good rapport and communication in the marketplace locally and overseas. Research, produce, gain agreement to implement and monitor the annual revenue proposal / plan throughout the year, updating as necessary. Ensure that all revenue related systems are kept up to date with accurate information and all Hilton International Standards are complied with fully. Respond to changes in the Human Resources function as dictated by the industry, company and hotel. Ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. A Reservation Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. Familiar with hotel reservation systems. Familiar with hotel product and hotel rules & regulations (including Emergency procedures). Fluent in both verbal and written English and Chinese to meet business needs. Good at operating office machines. Strong selling and communication skills. Possess good managing skills. Adhere to the hotel’s security and emergency policies and procedures. Carry out any other reasonable duties and responsibilities as assigned.