Reservation Manager

Primary Responsibilities

ORGANIZE AND ASSISTING IN THE DAILY FRONT OFFICE OPERATIONS INCLUDED RECEPTION, CONCEIRGE AND WELCOMERS

• Supports the Front Office Manager in building an environment where all teams Feel Valued, bringing them the support they need, and to anticipate these needs through effective team relations.
• To deal with guests when they are looking for a member of the management in any situations be occurred and ensure that will use tact and diplomacy to rectify quickly the situation, reaching the guest satisfaction while respecting the hotel policies, management’s vision, as well as the security and comfort of all individuals. All these situations must be duly recorded in the Duty Manager Logbook.
• To contact with the Front Office Manager to report any guest comment, or priority and to ensure a good co-ordination and quick communication on both sides.
• To spend all his/her time in the lobby to co-ordinate the overall lobby activity and will be dynamic in engaging with guests.
• To ensure that a pertinent Priority & Solution logbook is maintained, updated and to check the traces / handover notes from the different sections of the Front Office to ensure that clear, constant and updated communication lines are kept within all teams.
• Formally meet with the Front Office Manager every end of shift during a “debriefing” to make a point on the daily activity and pending matters. To be involved in the projects and missions engaged by the Front Office Manager, providing opinions and ideas, constantly attempting to improve the quality of the Welcome and anticipating solutions for the Front Office operations. S/he will, with and without the Front Office Manager, do some controls to ensure their proper understanding and follow-up.
• To report quickly any discipline problem to the Front Office Manager and must be fair in any disciplinary action required during their absence.

• Diploma or Degree preferably in hospitality or related field
• 5 years in industry experience, minimum 2 years as team leader in Front office, minimum 1 year as Duty Manager
• Experience in similar size/style of hotel 3*, 4*, 5*, 6* resort/business
• PMS knowledge: Opera or FOLS (or local equivalent)
• Involvement in reservations and understanding of Revenue Management processes
• Familiar with LCAH processes or loyalty programmes
• How to manage guest experience, understands and can use reporting RPS, etc.

https://www.pullman-luangprabang.com/