Job Title: Head of Reservations.

Department or Division: Reservations.

Immediate Superior: Room Division Manager.
Subordinados: Reservacionistas, secretarias.

Reservations Manager

Manage, train, and effectively support the central reservations department. Be

responsible for all booking procedures, guiding the agents in the
reservations and ensure the smooth and professional operation of the department, while
that maximizes the returns of resources

The duties and responsibilities include:

Implement booking procedures and maximize conversion rates
to achieve the department's objectives.
Make sure that the department operates within budget lines and performs the
necessary adjustments.
Approve the employees' working hours and the calendar online with the
budget and according to the needs of the business.
Establish and lead to achieve the department's monthly revenue objectives
of reservations.
Implement and conduct training and reservation procedures on topics
relevant to improve performance. Monitor performance and give
feedback according to the established guidelines.
Conduct daily informational sessions with all team members on topics of
day by day.
Establecer e implementar una lista de verificación diaria de los procedimientos de
work.
Train and supervise reserve agents for efficient operation
department.
Provide weekly reports on the performance of the department and agent
individual.
Ensure that team members develop effectively and generate
a culture of high standards of quality for building relationships, the
customer service, sales techniques, and billing procedures.
Manage the employee rewards program
Organize and conduct pre-shift and departmental meetings to disseminate information
relevant. Attend other hotel meetings as deemed necessary.
Recruitment, management, evaluation, and development of the reserve team on a regular basis
according to the company's guidelines.
Review the daily arrivals, including VIP reservations, packages, assignments of
rooms and communicate to the relevant departments
 Communicate with employees verbally and in writing to respond to the
questions and provide clear guidance in counseling and instruction of
personal in the details of the work.
Review the daily availability of room types and report the close outs.
Manage sites and third-party agents to ensure that rates, availability
are implemented and introduced correctly.
Contribute to the hotel's sales strategy and manage the membership of the
departments to the achievement of that strategy
Understanding the competitive market and the All-Inclusive concept.
Maintain clients and company profiles, daily arrivals and requests from the
guests.
Reconcile the general availability and restrictions of the rooms
Build strong relationships with clients, guests, and team members
in order to gain a full understanding of your needs and work to
serve effectively
Participate in the organization of hotel promotional activities.
Work closely with the Director of Revenue to maximize levels of
occupation reviewing and following the income and pricing strategies.
Implement and monitor all loyalty programs to include the Program of
Sonesta Travel Pass Recognition
Implement and monitor all promotions/specials according to the instructions of the
Director of Revenues
Review and control the room reservations ensuring the accuracy of the
rate, room type, and availability.
Ensure that cancellations and no-shows are charged as agreed.

Requirements
Education: Bachelor's Degree in Hotel and Restaurant Management
Experience: 2 years
The candidate must have a minimum of five (5) years of experience in hospitality.
which 2 years of experience in the position of Manager (income or reservation/center of
calls or front desk manager
Strong leadership skills to effectively manage and motivate a team
high performance to exceed the goals.
Strong analytical skills to understand key business indicators and the
competitive trends and develop approaches to these challenges.
Knowledge of the functionalities of the two-way booking interface, CRS, and system
PMS.
Detailed knowledge of VisualOne, Opera or similar PMS system and Synxis CRS
Fluent in English - must have excellent writing and communication skills in English.
Excellent sales ability and the capacity and desire to train sales techniques
to the team members.
Excellent organization and planning skills.
Responsible and resilient
Flexibility to respond to different work situations
 Relevant degree in hotel management or business administration
Positive, professional, and motivating personality with great leadership skills
Able and willing to work flexible hours/days as the operation requires

Benefits and compensations

Contract period of 1 year with possible extension
Health insurance
Relocation expense allowance
16 days of paid vacation
Cell phone plan
Eligibility to participate in the year-end bonus program
Food during service
The competitive NET salary paid is in USD and the option for housing subsidy
Reservationist

"THE RESERVATIONS EMPLOYEE IS THE VOICE OF THE Hotel" never has a definition been so good
applied and with as much accuracy as that represented by the hotel's Reservations department,
From now on, we will learn what the reasons are.

1) PROFILE AND FUNCTIONS

PROFILE

a) Responsabilidad:
Management and control of occupancy
Profile:
Cordial
Communicative
Decision-making ability
c) Knowledge: Administrative,
Basic communication management
Languages
d) Relationship:
Reception
e) Skill:
Power of persuasion
Phone sales

Responsibility: in this case, it means that the decision-making is in your hands.

about the hotel occupancy and how to optimize the performance of the spaces in
certain circumstances. This optimization mainly has a greater
prevalence in high season, where it is advisable to sell the hotel at a certain
way, so that the business is as profitable as possible.

Profile: to clearly outline the profile of the booking employee, we must mention three
qualities of great importance: the friendliness when receiving the customer call, the
the way we establish that communication and the ability in decision-making
decisions.

Knowledge: without which it would be impossible to function in this sector,

we must know about management, for example, for calculating discounts and
budgets, basically manage IT techniques, at least know one language
foreigner.
 Relationship: has communication with all sectors, the main relationship is
established with the reception department, through the exchange of information that
They must have at all times. If there is a gear that cannot fail, it is this one.

Skill: to have persuasive power, this power can very well be a technique, that
it is implicit in personality or also acquired through experience. For
To be able to convince, we must have confidence in what we do or say, this gives us
it will allow selling the hotel product over the phone more efficiently.

FUNCTIONS
To efficiently carry out the functions of the Reservations department, I have
First of all, I need to understand the hotel product I am going to sell in depth.
To know exactly what the strengths and weaknesses are, of this as well.
we talked when we saw the work of the Reception and the Concierge.
Working in a hotel is so special that, contrary to many who do their job
in airtight compartments (without knowing what the one next to it does) in this case is
It is absolutely essential to know how all areas are managed and what each one is like.
one of its corners.
For example, if I know that the rooms are small, I will never sell a triple with
additional bed, because the passengers would be very uncomfortable.
Now we are going to describe the functions, then we will get fully into the tasks.

I must take the following premises into account:

Upon the call of a potential passenger, quickly detect their need and offer them the
better option that the hotel has.
Upon the passenger's reservation, elevate the information to the corresponding departments.
effects of planning your stay
Other tasks
This sector collaborates directly with Reception and Administration.
Nombre del puesto: Telefonista.
Periodic Functions: Carry out reception and assistance tasks for visitors of the
company
Immediate boss or supervisor: Head of Telephones.
Departamento o División:De teléfonos.
Occasional functions:
Subordinates: None.

General Purpose of the Position:

Receive and make telephone calls operating equipment from a telephone exchange, in order to
maintain through it the flow of communications of the staff of the department and the
general public. Manage telephone connections and communications between the
internal and external interlocutors in the company.

General Obligations:
Carry out basic diverse administrative assistance and support tasks.

Performance Evaluation: 360 Degrees.

Experience: 3 years of experience in administrative management tasks and/or public service
Responsibilities for: For handling confidential data:
For the work of others: Such as handling the phone numbers of our clients

Job profile.
You must take into account the care of the telephone lines, the phones, among other equipment.

Assigned: Telephone switchboard, cordless phone, computer, hands-free, etc.

Material de oficina: impresora, fax, teléfono, fotocopiadora, calculadora, grapadora,

drill, document trays, date stamp-numbering machine, stamps, ink pads, scissors
rules, stapler remover, pencil sharpener, file boxes and folders, planner, etc.

Consumables: sheets, pens, erasers, paper clips, adhesive tape, glue

envelopes, paper, computer, eraser, pencil, markers, folders, labels, C.D., etc.
Computer software and Internet: Word, Excel, Outlook.

Mental effort: Normal.

Physical Effort: The job requires physical effort of being seated/standing constantly and
requires a medium level of manual and visual precision
Continuous Functions.
With the statistics of the calls made. You must have good control of the information.
that receives since this will affect the other collaborators.

Edad: 19-35

Education: University degree or, failing that, equivalent professional training in

the occupation related to the course

Características psicológicas deseadas:

Good diction.
To have a kind, modulated, and clear voice that projects professionalism.
Attentive. Discreet. Serious.

Valores/Aptitudes:
Patient
Sociable
Helpful
Honest.
Respectful
Tolerance
Sincere
Experience in the field:
One (1) year of progressive operational experience in equipment handling
telephone communications.

Language: Spanish - English. Preferably bilingual.

PROFILE OF AN EVENT RESERVATIONIST
WORK ACTIVITIES
Find and book suitable places
Check the insurance contracts, the granting of licenses, and compliance with the
health and safety regulations.
Organize the invitations and the advertising
Process records and payments (often done online)
Organize accommodation and meal services

EVENTS RESERVATIONIST PROFILE

Event organizers are responsible for negotiating, coordinating, and promoting conferences.
y/or exhibitions. Organize the venue, accommodation, and services such as the
hospitality and travel, within a budget. They ensure that the event takes place without
problems.

PROFESSIONAL PROFILE CAPABILITIES

Apply event organization techniques, public relations, ceremonial and
protocol.
Establish social relationships of leadership, cooperation, and coordination
Manage, understand, interpret, create, and communicate budgets, organizer's guide,
timing
Identify and apply forms of communication and customer service
Operar equipos y programas informáticos especiales para la organización del evento
Apply marketing, sales, and promotional techniques, negotiation with suppliers and
clients
Understand and produce simple oral and written communicative acts related to
specific work area.

COMPETENCIES
Aptitudes for verbal and written communication.
Skills for project management.
Aptitudes for planning.
Aptitudes for foreign languages.
Skills for writing reports.
Well organized.
Ability to prioritize tasks.
Ability to work in a team.
Able to analyze information.
Able to pay attention to detail.
 Able to work under pressure.
Computer skills

COMPETENCIAS
Full driving license.
Plan, coordinate, and promote conferences and exhibitions.
Resistant.
Responsible for organizing the technical team and in charge of security.
Resolve problems that arise during events.
It is responsible for organizing where the events will take place.
Works under a fixed budget.
Calm.
Evaluate the success of conferences and exhibitions.

SKILLS AND PERSONAL CHARACTERISTICS

To be an event organizer, one must:
To have leadership capability
Knowing how to select your collaborators
Knowing how to drive the set objective
Motivate for better event performance
Respect and be respected by everyone
Being sociable, discreet, calm, and well-organized.
Plan the work in advance and prioritize tasks.
Be willing to travel.
Work well in a team.
Pay attention to the details.
Be able to analyze and evaluate information and generate reports.
Good written and verbal communication skills.
Negotiation skills.
Resilience to work long hours, often under pressure.
Research skills.
Skills for problem solving.
Constantly updating oneself

COMPETENCIES
Discrete.
Extroverted.
Manages services such as catering and travel.
Ability to evaluate.
Ability for research.
Negotiation skills.
Ability with numbers.
Ability to solve problems.
Organizes social events, manages receptions, conferences.
 Organize the advertising to attract exhibitors and visitors.

Official studies to practice the profession

International Master's in Event Management and Direction
Course on Planning, Organization, and Control of Events
Intensive Master's in Organization, Management, and Event Planning
Higher University Degree in Event Organization, Communication
Corporate, Public and Institutional Relations.