Cluster Reservations Manager

The incumbent of this position is responsible to materialize the maximum number of requests and reservations.

The job of **Reservations Manager**is executed satisfactorily when:

- Reservation standards are implemented and complied to.
- All relevant data is entered in the systems in a timely and accurate manner
- Data is reviewed and analyzed on an ongoing basis
- The department number two is fully able to manage all daily tasks, and can manage all aspects of reservations (cut off dates, rooming lists, guest complaints).
- Direct reports have a career plan.
- All inventory (transient, group, wholesale allotments and other) and pricing strategy in all distribution channels including branded web, 3rd party sites and the GDS are effectively managed.
- All distribution channels are returning appropriate availability and pricing for the following 365 days.
- New Revenue Management tools are being used, including IDeaS where applicable, Channel Manager, Opera, and any new/similar tools or reports
- The Sales team is trained on the effective use of Opera to improve profitability of group bookings where applicable.
- All WebEx sessions organized by Corporate are attended (unless valid business reasons).

Key Responsibilities
- Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
- Train, develop, and motivate staff to increase productivity.
- Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients’ satisfaction and adherence to Kempinski service standards.
- Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
- Review OCM & PMS availability keeping sufficient inventory for high yield segments.
- Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
- Ensure all internal package breakdowns are loaded and in line with financial department.
- Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
- Control no show and late cancellation charges.
- Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
- Ensure that the team is aware of the internal credit policy.
- Follow up on lost business and bring information about them to the knowledge of the department superiors.
- Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
- Spot-check reservations made the previous day and check all VIP arrivals.
- Prepare reports on a monthly basis.
- Maintain all reservation standards.
- Keep department informed of all changes in systems or procedures.
- Monitor reservation pick-up for the coming months.
- Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.

Skills, Knowledge and Expertise

**EDUCATION**:

- Equivalent of high school diploma
- Professional Certification (Bachelor, University Degree, Hotel School Diploma) would be beneficial

**EXPERIENCE**:

- Opera central systems knowledge would be beneficial
- Knowledge of either Fidelio V6 or Opera PMS would be beneficial

**LANGUAGE**:
Ability to work and communicate in a multinational environment:

- German - Oral and written skills
- English -Oral and written skills
- Additional language - beneficial - especially French or Italian

**COMPETENCIES**:

- Detail orientated
- Good communicator
- Good listening skills
- Demonstrate energy and enthusiasm
- Ability to work under pressure

**Benefits**:

- Living and working in the heart of alpine Central Switzerland
- Diverse creative opportunities
- Pleasant working atmosphere in a young and dynamic team
- International career prospects and development opportunities
- Outstanding employee benefits in all Kempinski Hotels, among others
- Extensive range of meals in our staff restaurant
- Free WLAN and parking spaces

About Kempinski Palace Engelberg

Located high in the mountains in the heart of Switzerland, the Kempinski Palace Engelberg impresses with a unique blend of refreshing Swiss hospitality, warm five-star luxury service and a wealth of activities. The Kempinski Palace Engelberg is a place where memories are made.

**Application Deadline**

March 31, 2025

**Department**

Revenue & Reservations

**Employment Type**

Permanent - Full Time

**Location**

Switzerland - Engelberg

**Workplace type**

Onsite