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To ensure maximum possible occupancy and average room rate is achieved at all times. To ensure the efficient day to day running of the Department. To deputise in the absence of the Revenue Manager.


Developing Expertise:

Keeps abreast of newest trends and innovations in the industry.

Maintains an awareness of competitor activity and best practices.


Thinking & Planning:

Takes a proactive approach in maximizing the efficiency of the department assuring the standards of quality are as expected.

Plans with time in advance all the required actions, tools and manning in order to guarantee a smooth operation of the department


Communicating Expectations:

Is a valid communicator via email and also verbally with the guests, associates, including managers, as well as with the concerned authorities.


Structuring Tasks:



To ensure that all team members are on duty as per Rota.

Ensure that all team members are carrying out their tasks as per task sheet.

To manage any overbooking on a certain room type.

Make sure that all VIP reservations have been inserted correctly.

Check the arrivals list and the accuracy of the reservations / rates and investigate any double bookings

Check Reservations Made Yesterday and ensure all bookings have been entered in accordance with set strategy

Attend daily Yield Meeting being prepared with all necessary information from Reservations Department

Liaise with Reception for any outstanding bill back correspondence.

Share with the team any new information.





Ensure regular communications meetings as per the Company procedure are held within the Reservations team.

Implement a full training plan within the Reservations team to develop all


personnel to their full potential.

Ensure Passion for Service Culture is followed for all new employees.

Training records must be kept updated and planned training completed.

Conduct reviews as per the Company’s procedure with all team members as means of motivation and development.

Communicate with the Revenue Manager / Director of Revenue all key developments of the department

Actively develop team members skills and performance through coaching and training.

Inputting in SAP team attendance and holidays.





Apply set selling strategy across all reservations systems ensuring maximum use of availability controls and room type availability.

Manage group blocks to ensure accuracy of business on the books. 

Proactive availability management recommending necessary strategy changes.

Apply an aggressive overbooking policy and educate team to accept through benefits of results achieved.

Implement and monitor waitlists for all revenue streams.  

Liaise daily with Group Department and ensure all Blocks and Rooming Lists are under control.





Keep up to date with global and local events impacting your city and hotel.

Develop the Reservations team to maximise revenue on every call.

Ensure the revenue team is aware of all revenue targets and are kept informed of performance results.

Assist in checking competitor strategy on a regular basis reviewing rates and availability.

Assist in updating regularly selling scripts to ensure user friendly and maximizing key benefits.

Using knowledge, aid decision making re alternate business both strategically and on a tactical basis.

To participate in the Duty Management shifts as required by management




Assist in analysing production statistics and yield information to identify potential new business, markets, trends and highlight findings to Sales & DoR.

Prepare the current and following month outlook on a daily basis by market segment and monitor actual versus forecast for plan achievement.

Assist in preparing and analysing all appropriate reports to present at the weekly availability meeting.

Record and analyse all refused, lost, cancelled and waitlist business for rooms. Propose and implement changes to maximise Revpar.

Assist in analysing and supplying data to the DoR to assist in the preparation of the annual plan and rate reviews.

To help the Revenue Manager setting the right strategy to achieve fair market share





Maintain accuracy of all reservations and other data.

Ensure that all the rates are loaded by accurate completion of all rate databases.

Remain fully conversant with the uses & applications of all systems relating to revenue management. 

Audit operating standards & procedures in the Reservations department to ensure they comply with company practices.

Ensure all activities and traces are followed up on in a timely manner and results of such recorded.





Adhere to departmental operating expenses as laid out in the plan/forecast.

Compile departmental work schedules and adhere to departmental payroll in line with budgets.

Schedule annual leaves during low demand periods to maximise payroll savings.





To attend all departmental meetings, briefings & internal or external training sessions as required.

To act wholeheartedly in the interests of the Company at all times & not to


perform, arrange or carry out any work or activity which could be considered to be in competition with or affect in any way the company interests or be detrimental or damaging to it’s public image.

To ensure maximum efficiency, employees are engaged on the basis that they must be prepared to undertake reasonable duties other than those for which they have been specifically engaged.

All employees are expected to co-operate with the management, to ensure the successful application of the Company’s Equal Opportunities & Harassment policies.

To carry out any reasonable & lawful direct instruction given by a Head of Department / Assistant / Manager or Director during working hours