Reservation Manager

HOTEL DESCRIPTION

A Luxury Collection Resort & Spa, Jimbaran, Bali offers 64 keys including 39 guestrooms and 25 villas. Located on a scenic 2-hectare site in Bali’s historic fishing village of Jimbaran, the resort enjoys elevated views of both sunrise and sunset, and is just 20 minutes from Ngurah Rai International Airport. Guests will experience a refined selection of amenities including an all-day dining restaurant, specialty dining, bars, resort pools, a fitness center, and a Luxury Collection Spa. The resort is estimated to open in Q1 2027.

Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company.

CANDIDATE PROFILE

• Bachelor's degree in Hospitality Management, Hotel Administration, Business Administration, Tourism, or a related field. OR • 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years' experience in the sales and marketing, guest services, front desk, or related professional area. • 1 - 2 years' experience in the Reservation leadership position, a luxury hotel experience would be an advantage.

CORE WORK ACTIVITIES

Understanding Markets; Maximizing Revenue • Identifies new reservations sales business to achieve personal and property revenue goals. • Understands the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them. • Closes the best opportunities for the property based on market conditions and property needs. • Monitors same day selling procedures to maximize room revenue and control property occupancy. • Gains understanding of the property's primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.

Conducting Daily Reservations Sales Activities • Responds to incoming reservations sales opportunities for the property that are outside parameters of the Event Booking Center. • Uses negotiating skills and creative selling abilities to close on business and negotiate contracts. • Uses sales resources and administrative/support staff effectively. • Assists in monitoring group reservation forecast data. • Coordinates with sales and Convention Services to process rooming lists and reservation cards • Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence). • Assists with monitoring accuracy of reservation sales orders within tracking systems. • Tracks no-show reservations and processes charges as needed. • Checks daily arrivals to ensure all necessary billing instructions are applied to reservations. • Manages wait list and prioritizes order of wait list contacts to be made. • Prepares work and maintenance orders.

Providing Exceptional Customer Service • Supports customer loyalty and property's brand standards by delivering service excellence throughout each customer experience. • Services our customers in order to grow share of the account. • Provides excellent customer service consistent with the daily service basics of the brand. • Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event. • Sets a positive example for guest relations. • Executes exemplary