Our vision is to create moments
Mövenpick Hotels & Resorts (MH&R) is in the “Moments” business. We are closely involved in the important times in the lives of our guests. And you never know when a moment can be made. A simple smile in the hallway can create positivity that turns a business trip into a new business celebration. Insider advice on how best to spend a day can make your vacation complete. A romantic dinner for two can lead to a long-term partnership.
It doesn’t take long to make a moment. Just to be honest. and humans. and warm. And take steps to do the ordinary in an extraordinary way.
We understand that this vision cannot be achieved without great people creating and supporting work environments designed to deliver exceptional results.
Role
To supervise and manage the operations of the Revolutionary Command Council and coordinate its activities with other departments.
Ensure the consistently high quality of communicating reservations to clients and managing and motivating the reservation team.
To record and process all reservation inquiries made by any channel efficiently and accurately and convert them to sales where possible to achieve hotel objectives.
As a member of the RCC team, you are part of a team responsible for smooth communications before, during and after a guest’s stay, ensuring a quality experience.
This service must be honest, warm and enthusiastic to ensure that all guests are comfortable in their surroundings and assisted wherever possible.
He must be sympathetic to all constraints of mood and time.
You are expected to be an entrepreneur and to think outside of bounds.
Main deliverables and responsibilities
Planning and Organizing:
Maintains effective relationships with guests to ensure repeat business, and works closely with other departments in the hotel especially all guest service departments.
Operations:
Promotes a helpful and professional image of the client and gives full cooperation to any client who needs assistance with a prompt, attentive and helpful demeanor.
Contribute to the design of the hotel’s business strategy and revenue targets
– Monitor online channel representation (GDS, CRO, web, third parties etc.)
Supervises reservation agents in their day-to-day duties, including transfers, travel agent commissions, and staff responses to customers
– Complete the Shopping Price Report on a daily basis
Ensure that restricted dates, prices of offers and promotions are updated and monitored daily.
– Meet and exceed target budget on daily, weekly, monthly and yearly basis
Run short-term incentives with the reservation team to improve revenue and help manage and develop goals set by the Revenue Manager
– Run a daily arrival check to avoid no-shows, discounts and inconveniences at guest check-in.
– Accurate in applying room and group booking procedures.
Knows the operating procedures required for Opera (or any other system in use) and maintains guest awareness, corporate, travel agency and group profile through the system.
Demonstrates complete product knowledge, understands price structure and applies price management.
Ensures that all administrative procedures are maintained in accordance with hotel and corporate standards.
Answer all incoming calls to RCC as per company standards.
Supports the RCC team in handling any guest requests and actively handles and monitors guest complaints and escalates when needed
Monitors task management escalation levels and alerts the Assistant Reservations Manager/Quality Manager and guest experience if guest dissatisfaction is expected.
Contributes positively to sales activities within the hotel and increases sales opportunities.
Anticipate customer needs and assist guests with any other requests.
Attends training sessions when required and works in line with training and information received.
Ensures that the fax machine is checked regularly and the correspondence is placed in the paper tray
Ensure that reservation requests are distributed and prioritized for the team.
Ensure that all reservations and orders are confirmed correctly, within 24 hours and upon request as per the quality standards.
Understands cancellation and no-show policy procedures and follows the guarantee procedure.
Has thorough knowledge of current rates and promotions.
Promotes additional sales and cross-selling at all times.
– Identifies and communicates sales leads to the sales team
Understands and enforces the hotel’s credit policy.
Ensure proper shift delivery and accurate completion of daily reports
– Make sure to check that the CRS reservation has been delivered from time to time and entered correctly into the PMS
– Make sure to agree to all special rates, free bookings and promotions.
– Apply room stock restrictions to the local and international system as directed by the manager
Have complete knowledge of the FIT rate structure
Supervising and developing RCC agents
Assist in training the RCC team in systems, selling, booking and complaint handling skills
Effective management of sickness and absence of the reservation team.
Have a full understanding of and adhere to Mövenpick Hotels & Resorts policy with regard to fire, hygiene, health and safety.
Resolve/report guest complaints or requests and contact the concerned party to ensure prompt follow-up.
Administration:
Assists Reservation Manager in preparing various reports.
Preparing the department’s inventory request.
– Ensure daily pricing in line with annual business strategy
– Weekly forecast and strategy by sector by day.
Maintain annual demand calendar
– Make sure to upload all prices in CRS and PMS for one year in advance
Assist the department head in managing the third party website (after conducting the training)
Preparing the necessary monthly operating reports to follow up on specific and temporary future business with travel agents and companies
– Ensure all no-show payments are hunted down on time and loaded properly
Ensure that all company sales, marketing and pricing information and plans are kept confidential, and that no voluntary or involuntary information is given to any third party by the RCC team
Maintains files on a daily basis and creates new files when necessary.
– Enter all tour operator allowances and keep them in the PMS.
Create and maintain PMS companies and guest profiles as per standards.
To communicate all management decisions to the RCC team and ensure implementation in accordance with policy and standards
Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as required by business. Other duties may be assigned as necessary. The above job description attempts to identify the main aspects of the role, however, it does not limit his right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.
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