[InterContinental Phu Quoc] - Cluster Assistant Reservations Manager - Ho Chi Minh Based

YOUR DAY-TO-DAY

People

• Monitor the daily operations of Reservations.
• Develop your team and improve their performance through coaching and feedback and create performance and development goals for colleagues.
• Drive a great working environment for teams to thrive - linking up departments to create a sense of one team.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Recommend or initiate any HR elated actions where needed.
• In absence of the Manager, conducts shift briefings to ensure hotel activities and operational requirements are known.
• Participate in staff recruitment, organize on-the-job and monthly training for all staff, supervise and manage performance to ensure clients’ satisfaction and adherence to IHG brand standards.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Schedule employees in line with varying business levels to maximize productivity and minimize payroll costs.
• Works with superiors in the preparation and management of the department’s budget.
• Conduct annual performance evaluations.

Financial

• Help create the department’s annual budget and the setting of departmental goals.
• Control rooms inventory including allocation and reservations to areas of maximum yieldand blackout dates.
• Review Concerto and PMS availability keeping sufficient inventory for high yield segments.
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
• Ensure all internal package breakdowns are loaded and in line with Finance department.
• Ensure that the team is aware of the internal credit policy.
• Follow up on lost business and bring information about them to the knowledge ofthe department superiors.
• Keep the department informed of all changes in systems or procedures.
• Monitor reservation pick-up for the coming months.
• Manage “no-show” reservations and cancellations by investigation, recording, and following up on penalty charges.
• Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks.
• Manage allotments for Wholesales FIT.
• Prepare reports as requested (eg.
• Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.).
• Monitor upselling targets and encourage the team to yield more revenue.

Guest Experience

• Maintain a high level of product and service knowledge about all IHG Hotels inyour region.
• Review and follow up waitlist reservations.
• Maintain knowledge of special rates/ offers/ promotions.
• Monitor OTA/ TA extranets.
• Ensure OXI must be reviewed and balanced at least twice every day.
• Ensure arrivals/ VIP bookings must be checked carefully and well preparedbefore check-in.
• Ensure RIMS configuration/ confirmation, amendment, cancellation, transferconfirmation letters/ pre-arrival and post-stay emails/ e-folio setup in corporatedesign and accurate information.
• Keep close follow up on developments of the competitor hotels (occupancy,renovation, special campaigns, themeevents, etc.).
• Maintain all reservation standards/ IHG brand standards. Internally audit telephone and upselling skills.

Responsible Business

• Prepare and execute action plans which increase reservation sales and associated business.
• Be responsible for keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done.
• May also serve as Manager On Duty (MOD) on request.
• Perform any other duties which may be assigned by the management from time to time.