Reservations Manager

JOB SUMMARY:

To oversee and direct the seamless running of the reservations department, by providing a highly efficient and effective service while ensuring that all financial and statutory requirements are met, and supporting the delivery of outstanding customer service. Management of reservations staff to include interviewing, hiring, training, scheduling, promoting, performance evaluations, disciplining, and termination.

ESSENTIAL JOB FUNCTIONS:

• Management and oversight of recruiting, hiring, training, scheduling, supervision of reservations team and overall performance and development.

• Appraising reservations department employee’s overall productivity and efficiency for recommendations for promotions, performance evaluations, disciplining and/or terminations.

• Ensures that all customer calls are handled politely, timely and efficiently, ascertaining and accurately meeting the callers needs

• Controls reservations in order to maximize the number of covers; selling alternate reservation times when necessary.

• Improve call rate to sale ratio and maximize table inventory

• To establish and maintain consistent professional relations with all hotel concierges

• Confirms all reservation procedures and protocol are being adhered to by reservations department including database development

• Ensures all guest data is handled according to prevailing data protection act guidelines and utilizes database to aid in exceptional guest service and recognition.

• Compiles all necessary reporting; not limited to: daily cover analysis, internet bookings, no-show and cancellation reports, guest information, telephone call analysis and large bookings and relays to management team.

• Being the “Example” at all times that the staff witnesses, and knowing that a much greater response from the staff is achieved by leading the way and not directing the way. Instill a culture of pride and ownership.

• To maximize employee morale and productivity. To ensure all staff are well briefed on the daily responsibilities and are given constant supervision and motivation on all aspects of their work.

• To maintain good working relationships with colleagues and all other departments and liaison with Human Resources and the General Manager with staff or colleague issues

• To abide by all federal, state and local labor, health and safety laws

• To have a complete understanding of the restaurant's policy relating to Fire, Hygiene and Safety; including staff training and adherence by all.

• To have a complete understanding of the restaurant’s employee handbook and adhere to the regulations contained within it.

• To develop an open culture of communication, both formal and informal and encourage employee involvement.