The Reservations Manager oversees all the operational activities of the Reservations department (working closely with Front Office, & Groups/Events team) and is responsible for the execution of the Revenue Management strategies directed by Althoff Head Office, working closely with the Directors of Sales, Marketing, General Manager and Althoff Revenue Team. The role requires the capacity to balance the needs of the guests/booking partners with the needs of the hotel to maximize room revenue and control of the hotel’s room inventory, whilst ensuring guest satisfaction and repeat business.

·         Handles the day-to-day reservation enquiries according to LHW brand standards.

·         Perform arrival checks

·         Ensures delivery of 5-star experience to guests while optimizing all guest revenue opportunities

·         Ensure complaints are handled efficiently according to 5-star standards.

·         Ensures early, middle or late shifts coverage Monday through Sunday.

·         Works closely with LHW reservations and other third-party booking sources to ensure all guest receive their special treatment as per                      various special benefits/VIP/consortia programs.

·         Ensures all systems including Opera (PMS), Happy, Synxis, Onix are being used in the appropriate manner and all data is entered correctly. 

·         Build blocks / call-in allotments

·         Ensures, all guest communication is neatly filed and safely stored at one central point

·         Extend or modify rates on Opera Claud

·         Ensures, all Credit Application and Billing instructions are neatly filed and clearly entered in the system

·         Inspires a high level of creativity, personal commitment to service excellence and an emotional sense of gracious hospitality

·         Identifies and communicates leads to Sales Team

·         Clearly communicates guest requirements to Front of House

·         Works with the Front Office Manager, Director of Sales, Marketing & General Manager on the execution, implementation and ongoing                    administration of the policies communicated by Althoff Head Office, practices and programs to fully optimize it’s efficiency and distribution            within the hotel.

·         Prepares Month end reporting and analysis ready for submission to General Manager and ownership.

·         Daily completion of pickup reports – communicated to the wider team and ownership.

·         Supervises the hotel reservations system (Opera) and distribution of inventory through relevant channels.

·         Supervises third party OTA portals/channel management and review meetings with Market Account Managers

·          Identify and monitor alternative third party channels to reduce OTA reliance/cost - optimize and expand smart distribution partnerships.

·         Develop strategies to drive business direct to the hotel, rather than via OTAs, whilst balancing/nurturing the relationship with Travel                        Agents in key source markets.

·         Establish effective working relationships with industry colleagues, oversee PMS, Global Distribution system and E-Marketing initiatives,                    plus other reservations tools and processes

·         Responsible to audit monthly due commissions/approve for processing and share this information with the Finance Department for                        processing/payment.

·         Ensure all offers/packages are correctly routed and revenue breakdowns are split to hit correct P&L (Rooms/F&B for example.

·         Effectively coach identified team members to be able to perform reservations to be executed during any absence/holiday period.

·         Maintain positive communication with other departments in the hotel, particularly collaborative with Sales, Rooms and F&B Divisions, stay            well informed of major hotel activities and events.

·         Stay well informed and plan ahead for city wide events/localized compression.

·         Establish a 365 day ahead key opportunity dates calendar/offers calendar, with tactics ready to deploy based on 90-60-30 day lead time                  and current demand and forecast.

·         Oversee and audit the standards and operations of the reservations department.

·         Ensure web site booking process is maintained up-to-date and functional.

·         Ensure hotel personnel is fully competent in the use of all systems

·         Regularly check the input and the quality of data (segmentation, tracking)

·         Evaluate performance of distribution partners and contracted rates (OTA, FIT, tour operator, corporate, consortia, groups, etc.)

·         Conducts regular competitor checks and visits and maintains good relationship with the Reservation Teams in the competitor set

·         Works closely with LHW to ensure all standards are met and new leads have been communicated

·         Ensure compliance to all hotel policies, procedures, programs

·         Ensure an upsell culture exists throughout the hotel, and higher categories proposed to drive revenue.

·         Undertakes other ad hoc related responsibilities, as required/requested.

The Reservations Manager oversees all the operational activities of the Reservations department (working closely with Front Office, & Groups/Events team) and is responsible for the execution of the Revenue Management strategies directed by Althoff Head Office, working closely with the Directors of Sales, Marketing, General Manager and Althoff Revenue Team. The role requires the capacity to balance the needs of the guests/booking partners with the needs of the hotel to maximize room revenue and control of the hotel’s room inventory, whilst ensuring guest satisfaction and repeat business.

·         Handles the day-to-day reservation enquiries according to LHW brand standards.

·         Perform arrival checks

·         Ensures delivery of 5-star experience to guests while optimizing all guest revenue opportunities

·         Ensure complaints are handled efficiently according to 5-star standards.

·         Ensures early, middle or late shifts coverage Monday through Sunday.

·         Works closely with LHW reservations and other third-party booking sources to ensure all guest receive their special treatment as per                      various special benefits/VIP/consortia programs.

·         Ensures all systems including Opera (PMS), Happy, Synxis, Onix are being used in the appropriate manner and all data is entered correctly. 

·         Build blocks / call-in allotments

·         Ensures, all guest communication is neatly filed and safely stored at one central point

·         Extend or modify rates on Opera Claud

·         Ensures, all Credit Application and Billing instructions are neatly filed and clearly entered in the system

·         Inspires a high level of creativity, personal commitment to service excellence and an emotional sense of gracious hospitality

·         Identifies and communicates leads to Sales Team

·         Clearly communicates guest requirements to Front of House

·         Works with the Front Office Manager, Director of Sales, Marketing & General Manager on the execution, implementation and ongoing                    administration of the policies communicated by Althoff Head Office, practices and programs to fully optimize it’s efficiency and distribution            within the hotel.

·         Prepares Month end reporting and analysis ready for submission to General Manager and ownership.

·         Daily completion of pickup reports – communicated to the wider team and ownership.

·         Supervises the hotel reservations system (Opera) and distribution of inventory through relevant channels.

·         Supervises third party OTA portals/channel management and review meetings with Market Account Managers

·          Identify and monitor alternative third party channels to reduce OTA reliance/cost - optimize and expand smart distribution partnerships.

·         Develop strategies to drive business direct to the hotel, rather than via OTAs, whilst balancing/nurturing the relationship with Travel                        Agents in key source markets.

·         Establish effective working relationships with industry colleagues, oversee PMS, Global Distribution system and E-Marketing initiatives,                    plus other reservations tools and processes

·         Responsible to audit monthly due commissions/approve for processing and share this information with the Finance Department for                        processing/payment.

·         Ensure all offers/packages are correctly routed and revenue breakdowns are split to hit correct P&L (Rooms/F&B for example.

·         Effectively coach identified team members to be able to perform reservations to be executed during any absence/holiday period.

·         Maintain positive communication with other departments in the hotel, particularly collaborative with Sales, Rooms and F&B Divisions, stay            well informed of major hotel activities and events.

·         Stay well informed and plan ahead for city wide events/localized compression.

·         Establish a 365 day ahead key opportunity dates calendar/offers calendar, with tactics ready to deploy based on 90-60-30 day lead time                  and current demand and forecast.

·         Oversee and audit the standards and operations of the reservations department.

·         Ensure web site booking process is maintained up-to-date and functional.

·         Ensure hotel personnel is fully competent in the use of all systems

·         Regularly check the input and the quality of data (segmentation, tracking)

·         Evaluate performance of distribution partners and contracted rates (OTA, FIT, tour operator, corporate, consortia, groups, etc.)

·         Conducts regular competitor checks and visits and maintains good relationship with the Reservation Teams in the competitor set

·         Works closely with LHW to ensure all standards are met and new leads have been communicated

·         Ensure compliance to all hotel policies, procedures, programs

·         Ensure an upsell culture exists throughout the hotel, and higher categories proposed to drive revenue.

·         Undertakes other ad hoc related responsibilities, as required/requested.