We are seeking an experienced hotel reservations manager to project manage the outsourcing of the reservations function for our three resorts. We are looking to outsource most likely to India or the Phillippines the taking of reservations for our three resorts;
• The Rarotongan Beach Resort & Spa
• Sanctuary Rarotonga – on the beach
• Aitutaki Lagoon Resort & Spa
The scope of work would be on a 24/7 basis covering all source markets around the world from guests (both new guests and returnee guests), travel agents, travel wholesalers, online travel agents such as Expedia and [url removed, login to view], wedding planners, professional conference organizers etc.
Processing of all reservations requests, ensuring that all details entered into the hotel’s Property Management System are correct including bedding configuration, numbers and ages of children if any, flight details, bus transfer details to and from the airport, payment or credit card details et cetera and confirmation of the same
Responding to requests for information including availability, rates, room facilities and configurations, general information about the resort, bars and restaurants, spa, kids club, tours, gift shop et cetera by telephone, email, live chat, Facebook, website et cetera.
Responding to requests for proposals for weddings, conferences, groups, family reunions et cetera by drafting a response for approval by the Director of Sales & Marketing the following day
Responding to all TripAdvisor, Expedia, [url removed, login to view] and Facebook feedback by drafting a response for approval by the Resort Manager the following day
Reconciling details from the guest check in with the reservation to ensure that guests have received the room that they have booked and paid for, the payment details are correct and any payments have been collected, ensuring that the guest address details are correct including the telephone and email details et cetera
Updating a weekly analysis and sales forecast including a report on competition
Conducting out-bound sales calls to guests as well as travel agents that have responded to various marketing initiatives to provide further information, identify their needs and secure a reservation.
Ensuring that the correct payment has been received from guests prior to check-in or alternatively if there are credit facilities in place that these have been correctly observed by the travel agent or travel wholesaler.
Reconciling the weekly accounts receivable report detailing outstanding amounts from groups in house, travel agents and travel wholesalers, prepayments, incidental expenses incurred by guests in-house, accounts receivable analysis et cetera
Completing the night audit and income audit reconciling all revenues received each day and certifying that this is the case by 8 a.m. Cook Islands time each day in an email report
The ideal candidates for these positions would be university graduates (preferably with majors in hospitality / hotel management or sales & marketing) with a minimum of two years’ experience in an international hotel reservations / sales department in addition to at least one year’s experience in the front office / reception of an international hotel including night audit / income audit experience and a score of at least 6.0 on the IELTS English language test