Reservations Manager

Job description
Vision and Values

As Reservations Manager, I fully comprehend the vision of Six Senses Vana to help people reconnect with themselves, others and the world around them, plus our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness. By embracing the Six Senses vision and values, I will deliver an exceptional experience for guests.

Wellness

I will fully embrace and safeguard the wellness philosophy, concepts, programs and brand initiatives. This includes playing an active role and participating regularly in our Mission Wellness activities.

Sustainability

Sustainability is at the core of everything we do at Six Senses. I will ensure to follow all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.

Out of the Ordinary

I will deliver Out of the Ordinary experiences that harmonizes with our brand values and combine quirky element of surprise to take any regular moment and craft it into a beautiful memory.

Operational Ownership

In this role, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other cultures and nationalities and projecting a positive and proactive position to help build and maintain a strong, loyal team.

My duties and responsibilities will include:

- Adhere to all departmental SOPs and standardize drafts while ensuring that he/she and the team must communicate respond precisely to Vanavasi queries
- Conduct departmental briefing
- Develop connect with Vanavasi during reservation phase and meet VVs during their retreat.
- Ensure all reservation queries are responded as per agreed timeline and correct information
- Review Turnaway queries and cancellations. Collate supporting data to suggest reason
- Check and ensure booking engines on website and all rate distribution SOPs including rate parity parameters are working correctly
- Train team members in Reservations and equally conduct training for RS Team
- Conduct internal audits on telephone handling
- Maintain and review data bank and ensure it gets updated with all guest details daily
- Keep a close eye on the checklist which team follows, ensuring adherence of all steps, processes and follow ups.
- Assist Revenue Manager in compilation of weekly and monthly reports.
- Stay abreast with knowledge and trends in wellness industry and industry peers including pricing and offers. Prepare a running reference document for viewing trends
- Work closely with RSM, Sales and Marketing team to contribute in lead generation and conversion
- Communicate retreat occupancy levels for operational planning
- Manage OTAs and third party to increase market share
- Analyse all reservation queries and specific questions or trends that impact confirmation of queries
- Supervise and assist in all allocation of rooms.
- Knowledge of different types of treatments at Six Senses Spa.
- Knowledge of all Six Senses properties.
- Knowledge of history and demographical facts about current country.
- Knowledge of flora and wildlife found in and around the retreat.
- Maintain a high standard of personal appearance, grooming and hygiene.
- Operate the property consistent with all legal, statutory and financial requirements and documentation, reporting systems, contractual obligations, security and safety protocols, communications, product and service standards, host management practices and budgetary controls are implemented, reviewed and maintained to ensure the successful operation of the hotel.
- Instil a cost-focused philosophy through training and education.
- Upkeep Six Senses guidelines and standards of service and operation. My performance benchmarks are maintained and exceeded.
- Strictly adhere to LQA standards and guest comments.
- Ensure profile / data base management on PMS is done correctly and vetted through daily audits. All profile updating to be in compliance with GDPR guidelines
- Regular review of OTA platforms to vet Retreat’s details and maintaining pricing parity.
- Monitoring sharing and receipt of Pre-arrival forms for better guest experience and also tracking post-departure connect.
- Monitoring guest call sheets are maintained for record purpose

Skills and Experience

To execute the position of Reservations Manager, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results. I possess a minimum hospitality diploma/degree from a recognized hospitality school and more than one year’s experience in a similar hotel operational role.

I have a good command of written and spoken English and some knowledge of the local language and customs.

Specific days and timing are based on the business needs, seasonality and local labor laws. The role will also require standing and walking for extended periods of time and some heavy lifting of materials up to 30lbs (around 14 kg). I also recognize that the role is dynamic and may change to meet operational requirements.

What We Offer

We’ll reward all your hard work with competitive salary and benefits.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1+40s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.