Cluster Reservations Assistant Manager

Job description

A little taste of your day-to-day

Oversee day-to-day reservations operations, ensuring data accuracy, adherence to IHG standards, and timely follow-ups on guest queries.
Assists the Reservations Manager with the daily operations of the reservations department (Room, Food and Beverage & Golf); identifying any opportunity to streamline or make efficient any procedure or process.
Train the team in telephone etiquette, communication standards, and reservations procedures to ensure consistent, high-level service.
Evaluate training needs and assist with team development.
Promote a brand-hearted guest experience across rooms, restaurants, and golf club bookings for IHG DFC properties.
Promote and sell all IHG DFC products, achieving budget goals while maintaining excellent product knowledge.
Monitor call handling, ensure timely responses to all correspondence, and maintain high service standards.
Manage VIP guest preferences, investigate non-arrivals, and process cancellations according to guidelines.
Collaborate with the Reservations Manager to streamline operations, maximise revenue, and drive performance metrics.
Handle guest complaints effectively and provide team support.
Ensure accurate handovers and timely processing of deposits, payments, and pro-forma invoices.
Ensure the team maintains a comprehensive knowledge of all room types, room & hotel facilities, promotions and be able to communicate this in a highly professional manner.