Cluster Reservations Manager

Key Responsibilities:
Staff Management: Supervise and train reservation staff, including reservation agents and clerks.
Reservation System Management: Maintain and optimize reservation systems (e.g., property management system), ensuring accuracy of bookings and availability.
Guest Interaction: Handle guest inquiries and concerns regarding reservations, ensuring exceptional customer service.
Inventory Management: Monitor room availability and rates, implementing strategies to maximize occupancy and revenue.
Responsible for loading and maintaining rates, packages and tracking codes in the Property Management system.
Responsible for regular monitoring of room categories in the PMS system, to ensure revenue maximization and potential yield management opportunities.
Manage Group Reservations Coordination and the processes, to ensure adherence to the Sales Contract terms, ensure the highest level of meeting planner and guest satisfaction whilst maximizing room inventory and ADR.
Forecasting and Reporting: Analyse reservation trends, generate reports, and forecast future demand to inform pricing and inventory decisions.
Maintain awareness of budgetary goals, occupancy and revenue forecasts and react in an immediate manner to changes in market conditions and/or any condition that would otherwise alter the current selling strategies, relative to transient business.
Understand the competitive market place and implement approaches to ensure hotels stays ahead of their local markets.
Collaboration: Coordinate with other departments (e.g., sales, front office) to ensure seamless guest experiences and efficient operations.
Quality Assurance: Ensure accuracy of reservation data and adherence to hotel policies and procedures.
Marketing and Sales Support: Assist in promoting hotel services and packages, collaborating with marketing and sales teams as needed.
Training and Development: Conduct ongoing training programs to enhance the skills and performance of reservation staff.
Gives regular feedback to reservations agents on their sales performance and ways to improve conversion of calls to bookings.
Promote team spirit and encourage excellence in telephone sales and service performance among all reservations staff. Works one-on-one with reservations agents to improve their sales techniques as well as ensures an ongoing coaching, training, and development of staff.

Requirements:
· Relevant degree in hospitality management, business administration, or related field (preferred).
· Previous experience in hotel reservation management or related role.
· Strong communication, leadership, and organizational skills.
· Proficiency in reservation management systems and Microsoft Office Suite. Knowledge of Opera and Delphi is a plus.
· Ability to work under pressure and handle multiple tasks simultaneously.
· Attention to detail and commitment to delivering exceptional guest experiences.
· Excellent organisation and planning skills

What you can expect from us:
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room and F&B discounts, performance-based incentives and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.