HOTEL RESERVATIONS MANAGER

KEY RESPONSIBILITIES:

Overview Role Description:

• Full-time role: 6 months on-site and 6 months remote work


• The Reservations Agent will be responsible for coordinating reservations, providing exceptional customer service, communicating with guests, and driving sales through reservations


• Reservations and Customer Service skills


• Strong communication and sales skills


• Excellent interpersonal and problem-solving skills


• Experience in the hospitality industry


• Knowledge of reservation systems and processes


• Implement and maintain reservation systems, including reservation software and online platforms for individual and group reservations


• Excellent attention to detail and accuracy and organizational skills


• Flexible schedule, including the ability to work evenings, weekends, and holidays


• Fluency in multiple languages is a plus

Manages Individual Reservations:

• Processes and confirms individual bookings through various channels (phone, email, website)


• Ensures accurate entry of guest information and preferences into the reservation system & hotel PMS


• Oversees the booking process for individual guests, ensuring high accuracy and attention to detail


• Handles special requests for individual guests, including specific room types, amenities, special occasions, transfers, experiences, etc.


• Ensure accuracy and efficiency in handling reservations and guest inquiries


• Communicates booking confirmations, changes, deposit payments, and cancellations to guests promptly

Coordinates Group Reservations:

• Manages group bookings for events, conferences, incentives, special occasions, weddings, and all types of groups ensuring all details are correctly documented


• Handles all aspects of group reservations, from initial inquiry and contact with the client through group contract negotiation, final booking, deposit payments


• Works with clients to understand group needs, negotiate rates, and customize offers as necessary


• Oversees the allocation of rooms for groups to maximize occupancy while adhering to the group's requirements


• Prepares contracts and manages the logistics of group arrivals and departures


• Inputs all group information into the hotel groups system and PMS and updates daily

Handles Customer Inquiries:

• Addresses customer questions, complaints, and special requests regarding both individual and group reservations with professionalism and efficiency


• Provides excellent customer service by responding to inquiries, handling complaints, and resolving issues related to reservations


• Ensures a smooth and pleasant experience for all guests before arrival

Analyzes Data:

• Monitors booking patterns and trends to enhance revenue management strategies, occupancy rates, and customer satisfaction


• Tracks and analyzes key performance indicators (KPIs) related to room occupancy, revenue, and guest satisfaction


• Monitor and analyze reservation trends and data to inform decision-making


• Utilizes data to forecast future occupancy and assist in long-term planning


• Reporting: Prepares and analyzes reports related to individual and group bookings, revenue, and occupancy for management review

Coordinates with Other Departments:

• Coordinate with other departments to fulfill guest requests and ensure a seamless guest experience


• Collaborates with the sales, revenue and marketing team to maximize room occupancy and revenue


• Communicates with housekeeping and front desk to ensure guest expectations are met


• Performs hotel site inspections for travel agents, tour operators and DMCs and groups, and also for potential individual clients who wish to organize their special event at the resor

Market Research:

• Stays informed about industry trends and competitor offerings to ensure competitive pricing and attractive promotions for both individual and group reservations


• Stay up-to-date with industry trends and best practices in reservations management

Promotions and Packages:

• Creates and manages promotional deals or packages specifically targeted to enhance interest in both individual and group bookings

DESIRED QUALIFICATIONS, SKILLS & EXPERIENCE REQUIRED:

• Bachelor's Degree: A degree in Hospitality Management, Business Administration, or a related field is a plus


• Relevant Certifications: Certification in hotel management or reservations systems is a plus


• Work Experience in Hospitality: Proven experience in a reservations role or other related positions within the hospitality industry, typically ranging from 3 to 5 years:
  
  
  
  • agent
  
  
  • front office
  
  
  • reservations
  
  
  • reservations agent
  
  
  • reservations department
  
  
  • reservations manager
  
  
  • rooms division
  
  
  
  


• Proficiency with Reservation Systems: Experience with property management systems (PMS) and other reservation software


• Microsoft Office Suite: Proficiency in Microsoft Excel, Word, and PowerPoint for reporting and presentations


• Understanding of Revenue Management: Knowledge of yield management principles, pricing strategies, and techniques to maximize occupancy and profitability


• Strong Customer Interaction Experience: Demonstrated ability to provide exceptional service to both individual guests and groups, with a strong focus on guest satisfaction


• Fluent in Greek: Fluent in Greek, both written and verbal is required


• Fluent in English: Proficiency in English, both written and verbal; additional languages can be a plus, particularly in multinational environments. Knowledge of additional languages is a plus


• Data Analysis Proficiency: Ability to analyze booking data and market trends to support decision-making in pricing and promotions


• Ability to Manage Multiple Tasks: Experience in managing multiple projects and reservations simultaneously, especially during peak periods


• Conflict Resolution: Skills in conflict resolution and the ability to handle pressure, particularly in managing group needs and expectations

BENEFITS:

• An attractive salary package


• A professional and friendly work environment


• Career advancement and internal and external growth opportunities as a hospitality professional in a fast-growing organization


• PMS - Complimentary Opera software training and hospitality lessons

Zeus Hotels provide exceptional guest experiences across its hotels and our dedicated and professional team members are at the heart of it. Join us today to build our future together.

All submitted applications and information will be treated under conditions of absolute confidentiality and in accordance with the General Data Protection Regulation (GDPR).