Reservation Manager Accor Pujut NTB

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Company Description

Welcome to Pullman Lombok Merujani Mandalika Beach Resort. Our world is your playground.

Accor’s first premium-scale resort in Lombok, With 257 rooms, suites and villas—many with private pools—merge island tradition and sophisticated contemporary style. Overlooking the endless Indian Ocean or the lush gardens, in perfect harmony with their surroundings.

Dining at Pullman Lombok Mandalika is conceived to energize the body, inspire the mind and spark the palate. Two restaurants—including Sgara, the finest seafood restaurant in Lombok—and two bars serve food and drink blending the best of local and global influences. All set around our free-form pool, all with a backdrop of inspiring ocean views.

At Pullman Lombok, you’re free to do as much as you like. Or as little. The Pullman SPA creates personalized therapies for peace of mind, body and soul. Pristine beaches nearby are a hub for surfers and snorkelers. Unlock your potential on guided running trails, putting you in touch with the island environment—and your inner self. And motor races at Pertamina Mandalika International Street Circuit are just a few minutes’ drive away.

Job Description

Job Purpose

This position is responsible for overseeing the day-to-day operations of the Reservations office, contributing to exceptional results in Guest, Colleague and Owner/Investor goals and outcomes.

Primary Responsibilities

Reservations Responsibilities

Supervise Reservations Agent(s). Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals

Ensure information in any channel provided to guests is accurate and individualized

Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge

Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized

Assist in preparing daily, weekly and monthly reports

Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing

Ensure smooth shift changes with proper pass-on to the next shift

Report any equipment failures/problems & repair requests to Maintenance Department

Respond to inquiries about hotel products and services by telephone, fax and email according to standard guidelines

Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services

Coordinate and communicate with all other departments to ensure a smooth operation

Team Management

Interview, select and recruit direct reports when necessary

Identify and develop team members with potential

Conduct performance review with the team

Constantly monitor team members’ appearance, attitude and degree of professionalism

Prepare detailed induction programs for new employees

Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

Other Responsibilities

Be aware of the hotel fire & life safety/emergency procedures

Attend all briefings, meetings and training as assigned by management

Maintain a high standard of personal appearance and hygiene at all times

Perform other reasonable duties assigned by the assigned by the Management

Qualifications

Knowledge and Experience

Diploma education

Minimum 3 year of experience in a similar capacity or minimum 3 years of experience in the area of guest services/telemarketing

Excellent reading, writing and verbal communication in English language and Bahasa Indonesia

Proficient in Microsoft Office application especially MS Outlook, Excel, Word, & PowerPoint

Master in operating PMS, especially Opera

Competencies

Strong leadership, interpersonal and training skills

Good communication and customer contact skills

Service oriented with an eye for details

Ability to work well in stressful & high-pressure situations

A team player & builder

A motivator & self-starter

Well-presented and professionally groomed at all times

Additional Information

Possess skills of leadership, developing, strategic thinking, problem solver. 

Excellent communication.

Results and service oriented with an eye for details.

Ability to multi-task, work well in stressful & high-pressure situations.

A team player & builder.

A motivator & self-starter.

Well-presented and always professionally groomed.