At Holiday Inn Express® we want our guests to relax and be themselves which means we need you to :
Be you by being natural, professional and personable in the way you are with people
Get ready by taking notice and using your knowledge so that you are prepared for anything
Show you care by being thoughtful in the way you welcome and connect with guests
Take action by showing initiative, taking ownership and going the extra mile
Your day to day
Duties and Responsibilities
Financial Returns :
Using the tools provided and in compliance with the IHG standards, maintains, updates and shares information in the areas of a master calendar of external events, competitor rate intelligence, RevPar penetration (RGI), arrival and spending patterns of commercial accounts, denial reports, meeting space allocation, guest capture rates (with the F&B Mgr), Loyalty program penetration both overall and by account (and for bookers), system contribution and trends in rooms and non-
rooms revenues by channel, segment and account.
Understand the composition of hotel profitability, and uses this to evaluate business from local accounts and groups so as to provide input to future rate setting and negotiation.
Monitor and determine demand periods for function space, rooms and catering through an analysis of historical data and current bookings.
Responsible for tracking and analyzing of booking pace, group wash, cut off enforcement for groups as well as denied and regretted business.
Prepare and execute action plans which increase reservation sales and associated business
Record special billing arrangements for groups and conventions
Liaise with Finance Manager for all reservations requiring credit approval
Maintain knowledge of special rates / offers / promotions
Prepare reports as requested (eg to travel agents, business houses etc)
Prepare reservation sales reports People :
Manage day-to-day reservation & revenue activities, plan and assign work, and establish performance and development goals for team members.
Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance, and recognise good performance.
Educate and train reservations team that is responsible for developing new reservations and implementing revenue strategies.
Ensure staff is properly trained and has the tools and equipment to carry out job duties.
Works with superior on manpower planning and management needs.
Works with superior in the preparation and management of the Department's budget Guest experience :
Monitor competitor pricing for all revenue generating departments, understands the dynamic of the local market and the demand generators, and recommends appropriate actions to the Revenue Room Taskforce in relation to the hotel's pricing and market mix strategy.
Answer any guests enquires practically and simply in adherence to brand standards.
Handle guests' complaints appropriately adhering to brand standards or direct them to GSL's.
Reliably handle all special needs and requests of guests and repeat visitors
Process amendments to reservations such as extensions, early departures,
Manage "no show" reservations by investigation and recording of same
Record and process reservations made by phone / fax / email
Accept wait list reservations
Manage and promote the hotel on IHG brand website.
Produce monthly reports as required Responsible business :
Identify operational problems that reduce the effectiveness of revenue activities and overall hotel sales performance and work with appropriate department on solutions.
Perform other duties as assigned. May also serve as manager on duty.
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
Engage in the hotel CSR activities on timely manner.
What we need from you
Qualifications and Requirements
Bachelor's degree / higher education qualification / equivalent in business / hotel administration or related field, and two to four years of experience in a hospitality or hotel reservations setting with direct supervisory experience over a FO / Reservations team, or an equivalent combination of education and work experience.
Must speak local language. Other languages preferred.