JUNIOR RESERVATIONS MANAGER

POSITION SUMMARY:

The Jr. Reservations Manager handles the requests from guests, companies, and agents via phone, email and WhatsApp and other platforms. He/She needs to ensure booking information is input accurately into the reservations system and maintain and update availability on online booking platforms. You must be knowledgeable about the location and the services you are selling and/or promoting. You must possess impeccable customer service skills and be an excellent communicator. You should also be detail-oriented and enjoy assisting others.

RESPONSIBILITIES | ESSENTIAL FUNCTIONS

• Create reservations for customers based on their various requirements and answer any questions they may have about the reservation process through telephone, email, WhatsApp and DM’s.
• Process all reservation requests, deposits, and payments when relevant and send confirmation details to customers.
• Manage issues that may arise with bookings or reservations and provide support to customers who may need to amend or cancel a reservation.
• Have a proactive approach to improving the efficiency of response templates and procedures involving handling reservations.
• Respond to all client inquiries within a timely manner or a maximum of 24 hours.
• Record as much relevant data about each customer profile in the reservation system to help build customer loyalty and appreciation via recognition.
• Keep track of promoter/concierge bookings.
• Verifies that all voicemail and email requests are answered in a timely and efficient manner.
• Ensures that all special and small group dining requests (11 to 15 guests) are handled in an efficient and timely manner.
• Meets and exceeds guest expectations by ensuring the team handles all guest contact with a positive and courteous attitude.
• Verifies that all reservations are input correctly into the system, including billing information. availability and price; communicates information to supervisor as needed.
• Maintains accurate restaurant availability statuses by controlling reservation systems.
• Maintains a positive, open dialogue with all team members.

SUPERVISORY RESPONSIBILITIES:

• Supervises Reservations team including, but not limited to scheduling, training, coaching and reviewing the Reservation Associate’s performance.
• Work with restaurant Manager to maximize revenues by utilizing techniques to optimize availability and advising restaurant manager on booking pace.
• Assists with all sales and marketing efforts to all distribution channels including Group Sales & Concierge.
• Supervises Reservations team including, but not limited to scheduling, training, coaching and reviewing the Reservation Associate’s performance.
• Maintains a positive, open dialogue with all team members.
• Participates and assists in the creation of special promotional programs and utilizes online platforms (Special event links and inventory) with guidance of General Manager.
• Monitor TripAdvisor Yelp and Google Business reviews and create weekly reports for operations and Marketing.
• Manage and ensure your team is Knowledgeable and aware of the products and services we are selling.
• Assists with all sales and marketing efforts to all distribution channels including creating Group Sales & Concierge contact list.
• Keep the Reservations Team informed with booking procedures (provide training and follow-up training), promotions, events related topics, special menus and hours of operations.
• Provide a monthly reservation report.

QUALIFICATIONS

• Availability to work nights and weekends.
• Associate degree (A.A.) or equivalent, 2 or more years of related experience, or equivalent combination of education and experience.
• Be able to speak, read, write, and understand the local language.
• Poses critical thinking and problem-solving skills
• Able to maintain a calm and friendly demeanor under pressure and stressful situations.
• Customer-service orientated.
• Knowledge of the Joia Beach brand and venue
• Excellent communication and interpersonal skills
• Superb organizational skills and attention to detail
• Experience in working with reservation and CRM systems.
• Possess multitasking and time-management skills, with the ability to prioritize tasks.
• Data entry experience
• A proficiency in using computers.
• Able to promote and practice values of teamwork, mutual respect and integrity among all co-workers.

PHYSICAL DEMANDS

• Needs to be in good physical condition to enable them to interact with the staff and our customers.
• This position requires long hours of standing, walking, bending, and squatting.
• Must be able to work all shifts including AM's, PM's, weekends, and holidays.