Organization- Park Hyatt Phu Quoc

Summary

Place of Work:

Reservations Department

Scope and General Purpose of Job:

Manages the Reservations Department and works closely with Sales and Marketing and other relevant Rooms Departments to maximise Room Yield through Inventory Control while delivering exceptional customer service in line with Hyatt's Brand Standards

Responsible to:

Revenue Manager

Responsible for:

Assistant Manager – Reservations

Team Leader - Reservations

Reservations Officer - Reservations

Main Duties:

Administration

Prepares and updates the Reservations Department Operations Manual.
Conducts regular team meetings and ensures departmental briefings are effective and held as needed.
Ensures an organized and efficient filing system is implemented for the department.
Ensures the use of new technology and equipment is explored and implemented wherever appropriate.

Customer Service

Ensures that all Reservations associates deliver the brand promise and provide exceptional guest service at all times.
Ensures that Reservations associates also provide excellent service to internal customers as appropriate.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Financial Responsibilities:

Maximises room sales and revenue through strategic rate management and effective inventory control.
Optimises associate productivity by implementing multi-skilling, multi-tasking, and flexible scheduling strategies to align with the financial objectives of the business and guest expectations.
Ensures the Reservations department operates with the lowest possible cost structure while consistently delivering on the brand promise to guests, proactively managing costs based on key performance indicators.
Contributes to the preparation of the Annual Business Plan, specifically focusing on revenue forecasts and inventory strategies for the Rooms division.
Leads the departmental contribution to monthly reforecasts, providing accurate and timely data related to future room occupancy and revenue.
Ensures strict adherence to all relevant hotel, company, and local rules, policies, and regulations, including credit and payment policies, to safeguard financial integrity.

Marketing & Revenue Contribution:

Actively participates in weekly Yield and Revenue Management meetings, preparing comprehensive data analysis, forecasts, and reports to contribute valuable insights and ensure productive strategy discussions.
Collaborates with the Sales & Marketing team in the preparation, execution, and ongoing update of the annual Marketing Plan, specifically contributing to strategies that drive reservation volume and optimise room revenue.
Monitors market trends, competitor pricing, and demand fluctuations to identify new opportunities for attracting leisure and corporate segments and to inform pricing strategies.
Assists in the development and implementation of promotional offers and packages, ensuring they are accurately loaded into the reservation system and effectively communicated to guests and relevant sales channels.
Works closely with the Marketing team to ensure consistent and compelling messaging for all room types and offers across various distribution channels (e.g., website, OTAs, GDS).
Analyses the effectiveness of marketing campaigns on reservation conversion rates and provides feedback for future initiatives.

Operational Responsibilities:

Oversees the accurate taking and efficient processing of all room reservations in strict accordance with hotel and company guidelines.
Manages the loading of all new rates into the relevant reservation systems, including thorough testing and successful deployment.
Collaborates with other Rooms Departments, checking room and room-type availability, to maximise rooms sales, yield and average room rate through upselling and other inventory and rate management initiatives.
Supervises and assists with the meticulous processing of individual and group reservations, rooming lists, waitlists, and other reservation types.
Ensures the proper handling of all overbooking situations and waitlisted business, working closely with the relevant departments.
Prepares accurate advance booking counts and comprehensive forecasts to support strategic planning.
Cultivates strong relationships with all booking sources and collaborates closely with the Marketing Department to maintain and develop these relationships for mutual benefit.
Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
Assists in ensuring that all Touches of Hyatt and the Rooms Top 20 initiatives are thoroughly implemented within the Reservations Department.
Analyses the results of the Consumer Audit and ensures that necessary changes are effectively implemented to drive continuous improvement.
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Ensures that Reservations associates work in a supportive and flexible manner with other departments, in a spirit of We work through Teams.
Monitors and follows up on group blocks and groups with no room lists.
Ensures that all guest details are entered correctly in accordance with the principles of clean data.

Personnel Management & Development

Assists in the recruitment and selection of all Reservations associates, following hotel guidelines and using a competency-based approach.
Ensures the punctuality and appearance of all Reservations associates, verifying they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to hotel and departmental grooming standards.
Conducts annual Performance Development Discussions with Reservations associates, supporting their professional development goals.
Plans and implements effective training programmes for all Reservations associates in coordination with the Learning Manager and Departmental Trainers, using the Reservations Sales Training module and other training materials.
Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
Develops the skills and effectiveness of all Reservations associates through the appropriate training, coaching, and/or mentoring.
Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
Encourages associates to be creative and innovative, challenging and recognizing them for their contributions to the success of the operation.
Supports the implementation of Hyatt's Purpose and Values.
Ensures that associates have a complete understanding of and adhere to associate rules and regulations.
Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
Provides feedback on the results of the Colleague Engagement Survey and ensures that the relevant changes are implemented.

Other Duties

Attends and contributes to all required training sessions and meetings.
Maintains up-to-date knowledge of statutory legislation in associate and industrial relations.
Exercises responsible management and behaviour at all times, positively representing the hotel management team and Hyatt International.
Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners, and other organizations.
Reads and understands the hotel's Associate Handbook and adheres to the hotel's rules and regulations, particularly the policies and procedures relating to computer resources, fire, hygiene, health, and safety.
Ensures high standards of personal presentation and grooming.
Responds to changes in the Sales and Marketing function as dictated by the industry, company and hotel.
Carries out any other reasonable duties and responsibilities as assigned.

Reservations Team Leader (Vietnamese Local)

Assistant Front Office Manager

Leasing Associate

Distribution Manager

Reservation Manager - Park Hyatt Phu Quoc - Vietnamese Nationality only