JOB DESCRIPTION

JOB TITLE: Reservations Manager

AREA/DEPARTMENT: Sales and Marketing / Reservations Department

JOB BAND: 6

HOTEL LEVEL: I-V

REPORTS TO: Revenue Manager / Director of Sales/ Director of Sales &

Marketing/ Director of Marketing

POSITIONS SUPERVISED: Reservations Supervisor / Reservations Sales Agent

JOB SCOPE: To conduct vigilant and appropriate yield management and

actively contribute towards revenue generation through
effective management of the reservations department.
This position is a vital position to the sales and marketing
function by providing current, accurate information on both
the internal reservation situation and the external climate
with which the hotel operates. Promotes the desired work
culture around the five core values of Trust, Integrity,
Respect, One Team and Service of the InterContinental
Hotels Group and the brand ethos.

KEY RELATIONSHIPS:

Copyright InterContinental Hotels Group

Last Updated: November 12, 2010

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Key Responsibilities
 Monitor the daily operations of reservations

 Control rooms inventory including allocation and reservations to areas of maximum yield
and black out dates

 Develop and conduct rooms based marketing activities

 Track sales programs/promotions/advertising and provide feedback as necessary to

relevant departments

 Track and establish pick up trends, occupancy history and market segment development to
facilitate forecasting

 Monitor front office tracking of guest history data

 Create and maintain allotments

 Record and analyse guest questionnaires on a monthly basis

 Ensure accuracy of guest history and client profiles in Data Base

 Track market codes

 Load and maintain rates in ICHG reservation system

 Maintain rate in Website

 Collate, maintain and distribute relevant information and data obtained from both existing
sources (consultants, economic forecasters) and external sources

 Manage Hotel Bank and GDS close out/opening-up dates, if applicable

 Complete end of month sales report

 Prepare weekly sales strategy reports

 Ensure all Groups are contracted

 Conduct market research and analysis

 Monitor and evaluate contemporary sales and marketing initiatives and trends

 Monitor and evaluate economic, political and social issues/changes

 Report on competitor activity

Copyright InterContinental Hotels Group

Last Updated: November 12, 2010

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 Chairs and conducts Sales Strategy meetings weekly or as directed by Regional Sales &
Marketing Manager

 Participate in preparation of strategic plans for region

 Consider and comment on economic, political, social activity and trends which are likely to
influence business outcomes

 Assess sales and marketing data

Customer Service
 Demonstrate service attributes in accordance with industry expectations and company
standards including:
 Being attentive to Guests
 Accurately and promptly fulfilling Guests requests
 Anticipate Guests needs
 Maintain a high level of knowledge which affects the Guest experience
 Demonstrating a ‘service’ attitude
 Taking appropriate action to resolve guest complaints

 Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all
internal customers

Health, Safety and Security

 Demonstrate understanding and awareness of all company policies and procedures
relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same

 Familiarise yourself with emergency and evacuation procedures

 Ensure all security incidents, accidents and near misses are logged investigated and
rectified to prevent future catastrophes

Financial Management
 Under the assistance of the senior Finance Manager co-ordinate the preparation of the
Departmental annual budget and work to achieve the budget by monitoring and controlling
the departmental operations, considering revenue and expenditure

 On an ongoing basis, control and analyse departmental costs to ensure performance

against budget; implementing corrective measures where necessary to produce positive
business results

 Effectively manage staffing costs by preparing efficient work schedules in line with legal
requirements

People Management
 Work within the company’s Human Resource Management System to ensure the
departmental performance of staff is productive. Duties include:
 Plan for future staffing needs
Copyright InterContinental Hotels Group
Last Updated: November 12, 2010

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  Recruit in line with company guidelines
 Prepare detailed induction programmes for new staff
 Maintain a comprehensive, current and guest focused set of departmental standards
and procedures and oversee their implementation
 Ensure training needs analysis of your departmental staff is carried out and training
programmes are designed and implemented to meet needs
 Actively work at developing your staff and identify high potentials
 Maintain training records for all direct reports and ensure they do the same for their
staff
 Conduct probation and formal performance appraisal in line with company guidelines
 Coach, counsel and discipline staff, providing constructive feedback to enhance
performance
 Approve leave requests after considering peaks and troughs in the business
 Regularly communicate with staff to maintain good relations

General
 Comply with the Company’s Corporate Code of Conduct

 Familiarise yourself with the company values and model desired behaviours

 Perform tasks as directed by the Manager in pursuit of the achievement of business goals

Copyright InterContinental Hotels Group

Last Updated: November 12, 2010

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