Professional Documents
Culture Documents
The Reservations Manager is responsible for overseeing the daily operations, systems, and sales in the
reservations department. This includes supervision of reservations clerks or agents to ensure price quotes
for room rates are accurate and that the staff is efficient, friendly, and helpful. The Reservations Manager is
called in when a guest has a complaint about his or her reservation or how it was filled.
Reservations clerks usually are the first human contact a potential guest has with a hotel or cruise line, and
the first impression should be an excellent one. The clerk should know the availability of rooms that are
handicapped-accessible, nonsmoking, child-proof, adjoining, and have a special view or other feature,
including those that may be nearer or farther from the elevators or any construction and renovation that is
taking place. The clerk also should be familiar with all amenities in the rooms, including robes, hair dryers,
toiletries, iron and ironing board, and whatever else the booking guest may request.
The Reservations Manager may be involved with direct correspondence or conversations with individuals,
groups, and travel agents, particularly when it comes to filling special requests (e.g., a family reunion
needing rooms on the same floor). The manager trains agents in handling reservations and cancellations for
individual and group bookings, although the sales staff rather than the reservations clerks may handle
groups.
Reservations may be made over the phone, directly through the hotel, through a chain-wide toll-free
number, by travel agents, over the Internet, or by clients walking in at the last minute. All reservations clerks
must be familiar with handling all these reservation methods and making sure they are entered into a
common database. This will ensure, to some degree of certainty, that there are enough rooms available for
incoming guests. (In the days before computer systems, it was not unusual for a hotel to have many more
reservations than rooms.) As some hotels deliberately accept more reservations than they have rooms to
compensate for cancellations or no-shows, the Reservations Manager, in conjunction with other hotel
personnel, will determine what percentage of overbooking should be accepted. Where desired, the clerks
may be trained to upsell or upgrade a reservation, suggesting a suite or concierge/club-level room instead of
a basic room.
The Reservations Manager provides a list of registered guests to the front desk personnel and assures that
a folio (listing of the hotel room charges) has been created for each guest room. Daily and monthly reports
are generated showing reservations and cancellations for the previous and current period. The Reservations
Manager may work with other hotel personnel to lower the reservation-to-cancellation ratio. Working in
conjunction with the sales and marketing departments, Reservations Managers try to accurately predict
future occupancy by coordinating advertising and promotional specials. With the increased popularity of
Internet booking, a Reservations Manager should be familiar with on-line capabilities, dealing with Internet
As many large hotels, resorts, and cruise ships may have 2000 or more rooms or cabins, many of them
catering to groups and conferences, the Reservations Manager may see up to 80 percent of the rooms and
all of a ship’s cabins booked for the same time, with room inventory rates changing during a short few hours.
For example, guests in 1,500 or more of the 2,000 rooms may check in on the opening day of a conference
and check out on the closing day. Although some travel may be required to industry conferences, the
Reservations Manager usually does not travel extensively. There are opportunities, however, to transfer to
other hotels within a chain or to larger properties with more job responsibilities in other geographic
areas.
SCOPE : The incumbent in this position is responsible for following up to materialize the budgeted revenues
of all segments. The position focuses on hotel's national and international accounts in terms of individual
bookings.
DUTIES / RESPONSIBILITIES:
• Assist the reservations manager to motivate the team skillful at up-selling and/or conversion as required by
• Maintains good working relations with other departments, particularly Front Office and keeps close contact
with regular guests, ensuring their needs are identified, and relayed to concerned departments for service
delivery.
• Assist the reservations manager to control rates for group business, low yield rooms allocations,
complimentary rooms and upgrading, group space blockage and timely wash, especially during the peak
season and/or high demand days when expected occupancy is above 85%.
• Assist the reservations manager to ensure all sellable contracted rates are loaded in the GDS and
• Checks regularly and disseminates information on market situation including; weekly check and report on
booking trend in the market through exchanges with competitors, test calls and reports on seasonal rates
• Assist the reservations manager to supervise the Reservations Agents in their daily duties,
to clients, etc.
• Tracks and prepares the necessary reports required for monthly submission to Administration Office.
• To follow up on lost business and bring information about them to the knowledge of the department
superiors.
• To keep close follow up on developments of the competitor hotels (occupancy, structural alterations,
renovation, special campaigns, rate promotions, marketing efforts, theme events etc.).
• To update customers with the latest development of the hotel by means of Web-site and some other
• To keep reservations staff informed on all changes or developments within the hotel and the company.
• To spot-check reservations made the previous day and check all VIP arrivals.
• To monitor group bookings and work closely with group department in order to achieve budgeted figures.
• Maximize employee productivity and morale within the department and consistently maintain discipline
regulations.
• Have a full working knowledge and ability to supervise, train, correct and demonstrate all duties and tasks,
• To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on
• To have complete understanding of the Hotel’s Employee Handbook and adhere to the regulations
contained within.
Skills
EXPERIENCE: One (1) to Three (3) years supervisory or same position experience required. Reservation
experience required.
INDIVIDUAL CHARACTERISTICS:
• Leadership skills
• Opera System
Education
Company Profile
Our vision at Kempinski Hotels:
Our culture is driven by integrity and cultural diversity, where open communication is encouraged and where
Our people are professional, team-oriented and passionate about striving for excellence and creativity in all
that we do!
Our management philosophy is to promote performance and an entrepreneurial spirit, and we are focused
Our strength lies in respecting each other, each other's cultures and sharing experiences worldwide.
Our company is the sum of all our people in all regions. This is why we all share responsibility for and are
committed to creating a working environment that is challenging, satisfying and fun, so that we can retain
and motivate excellent people - during long term careers with Kempinski.
The Kempinski Hotel Ishtar Dead Sea offers three luxurious enclaves set amidst gardens dotted with
lagoons, waterfalls and private pools, where ancient olive trees mingle with bamboo palms, providing guests
Designed in affectionate tribute to the Hanging Gardens of Babylon, the Kempinski Hotel Ishtar Dead Sea is
built with local stone boasting 345 rooms and suites within a stylish Arabesque monument building that