Cluster Reservations Assistant Manager

POSITION OVERVIEW

Responsible for soliciting and managing of reservations sales-related opportunities under the

guidance of the Reservation Manager. Manages and provides training and work assignments to

Reservations agents. Actively up-sells each business opportunity to maximize revenue

opportunity. Achieves personal and team related revenue goals. Responsible for driving

customer loyalty by delivering service excellence throughout each customer experience.

Provides service to our customers in order to grow share of the account on behalf of the

company.

RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Aman

employees always find new ways to look after the business, their guests, and their colleagues.

Within this, the key responsibilities for this position are :

To ensure that the Brand is protected, to ensure that all business partners and guests are

surprised and delighted by their on-property experience, in the best traditions of the

Aman culture.

Maintains and enforces all quality and service standards and procedures for

Reservations

As a team, compliance to one of Amansanti’s competencies Celebrate Communities ,

DEVELOPING OTHERS, TEAM PLAYER, COMMUNICATIONS and HUMAN TOUCH to

both guests and team members

Understanding Markets & Maximizing Revenue

Understands the overall market, including competitors' strengths and weaknesses,

economic trends, supply and demand etc. and knows how to sell against them.

JOB DESCRIPTION

This document contains classified and confidential information. Please safeguard the confidentiality of this document and its

content at all times. The disclosure of any part of this document to unauthorised personnel is strictly prohibited and may lead to

disciplinary action and legal prosecution. Unauthorised copying will also invite disciplinary action and prosecution."

Gains understanding of the property's primary target customer and service

expectations; serves the customer by understanding their business, business issues

and concerns, to offer better business solution.

Conducting Daily Reservations Activities

Uses negotiating skills and creative selling abilities to close on business and

negotiate contracts.

Uses resources and administrative / support staff effectively.

Assists with monitoring accuracy of reservation orders

Ensure that all new team members are properly oriented in the strategy and

positioning of the Aman brand, and able to articulate this positioning in the

marketplace.

Manage performance of team members, identify gap in skills necessary to perform

their duties and recommend programs to meet the skills requirements of the team.

Tracks no-show reservations and processes charges as needed.

Manages wait list and prioritizes order of wait list contacts to be made.

Prepares work and maintenance orders.

Follow Best Practice and Standard Operating Procedures to ensure all commercial

decisions are supported by appropriate data analysis.

Providing Exceptional Customer Service

Supports customer loyalty and property's brand standards by delivering service

excellence throughout each customer experience.

Provides excellent customer service consistent with the daily service basics of the

brand.

Executes exemplary customer service to drive customer satisfaction and loyalty by

assisting the customer and ensuring their satisfaction before and during their

program / event.

Sets a positive example for guest relations.

Executes exemplary customer service to drive customer satisfaction and loyalty by

assisting the customer and ensuring their satisfaction before and during their

program / event

Serves the customer by understanding their needs and recommending the

appropriate features and services that best meet their needs and exceed their

expectations, while building a relationship and loyalty to the company.

Handles guest complaints and disputes following the instant pacification procedures.

JOB DESCRIPTION

This document contains classified and confidential information. Please safeguard the confidentiality of this document and its

content at all times. The disclosure of any part of this document to unauthorised personnel is strictly prohibited and may lead to

disciplinary action and legal prosecution. Unauthorised copying will also invite disciplinary action and prosecution."

To oversee general department operations

Monitors reservations agents while on phone calls.

Develops, implements and maintains a departmental orientation program for

employees to receive the appropriate new hire training to successfully perform their

job.

Utilizes all available on the job training tools for employees.

Creates monthly labor scheduling for team.

Ensure department operational budget is adhered to including effective cost control

Maintain a full working knowledge of the IT support tools used in the world of sales

today, including sales-specific software, property PMS, the Microsoft Office toolset

Additional Responsibilities

Utilizes applicable intranet for resources and information.

Support Sales & Marketing projects as required.

Ensure that all administration work is processed quickly and efficiently.

QUALIFICATIONS

WHAT WE LOOK FOR IN THIS POSITION :

ESSENTIALS :

Languages : verbal and written proficiency in English and Japanese

Qualifications / Training : Degree / Diploma in any discipline

Work Experience : minimum 2 year as senior role in Reservation in an international luxury hotel

Others : people management skill, computer knowledge, ability to work long hours

DESIREBLES :

Front / Housekeeping Operations

Maturity

Knowledge of foreign languages