Head of Reservations

Corinthia Hotel St. George’s Bay in Malta is currently looking to recruit a Head of Reservations to join their team on a full-time basis.

Job Role:
The Corinthia Group of Hotels (Malta) are seeking to recruit an individual who has excellent communication skills and is able to provide the leadership and direction required to assist the team in ensuring a smooth and efficient day-to-day operation of the Central Reservations Office, in a proficient manner and maintaining a high level of service.

The candidate will be responsible for:

• Overseeing the daily reservation tasks of the Central Reservations Office: supervising reservations e-mails, and phone calls, conducting daily checks and assisting the team and other departments with any requirements
• Creating guidelines to measure and maintain selling skills, conversions and upselling
• Offering direction to the reservations team in daily task distribution, prioritizing the workload, continuously monitoring the progress, and ensuring prompt response
• Managing, training and monitoring the Reservations Agents' Performance in accordance with CHL standards requirements
• Planning and executing Department’s training plan and training needs and onboarding process
• Allocating team members' schedules to cover the department’s functions depending on current needs
• Monitoring Rooms Availability inventory and highlighting any required implementations to the Revenue Team
• Maximizing rooms revenue through participating in yield management meetings and implementing supporting agreed-upon Revenue Management strategies and practices
• Being alert for opportunities to improve the profitability of the department and be able to conclude sales effectively and anticipate potential opportunities
• Achieving measurable reservation standards, objectives, and goals
• Monitoring future reservations, assessing any special room requirements and communicating these to relevant departments
• Driving guests’ loyalty and continue improving guests’ experiences and customer satisfaction
• Developing a passionate, sales focused and reservations office environment
• Leading by example in setting positive relations with all departments effectively and appropriately
• Achieving targets and results as set by Corinthia Hotels Ltd
• Adhering to brand standards requirements in accordance with each hotel brand
• Being knowledgeable about the Timeshare reservations process
• Being proactive in teams' and guests' needs
• Setting Targets for upselling, monitoring achievements and working out incentive payments
• Ensuring all operating systems are fully functional at all times
• Monitoring Room Type bookings and liaising with Revenue Team on any closeouts needed
• Keeping abreast of trends & innovations in the hotel industry and the local market
• Championing team culture through monthly team celebrations, quarterly team outings, and regular celebrations of team member successes.

The ideal candidate requires to have:

• Minimum of 2 years experience preferably as a Cluster Reservations Manager/Director
• Be fluent in written and spoken English and has good telephone etiquette
• Excellent interpersonal communication skills and customer service oriented
• Demonstrate a high level of computer literacy and has experience working with Opera PMS System, SynXis and EMMA CRS Systems, OTA Extranets and other distribution channels
• Be sales-oriented, self-motivated and target driven
• Has a high work ethic and a sense of responsibility and is able to multi-task.

We Offer:

• Discounts on F&B and room rates within the Company
• Health Insurance
• Training & development opportunities
• Growing company with global hotels
• Complimentary laundry service for Uniform
• Complimentary meals on duty.