Corinthia Hotel St George's Bay

We are dedicated to providing uplifting moments, unforgettable experiences and exquisite service to our guests around the world. This devotion to unrivalled hospitality standards requires happy employees. Our teams must be comprised of people who feel contented, inspired, secure and respected. This has always been the guiding philosophy of the Pisani family and of Corinthia. We do not think of these roles as being jobs, they are careers, crafts, trades and skills. Therefore, we invest in quality training, education and initiatives to ensure we nurture our employees. Join us at the Corinthia Hotel St Goerge’s Bay!

About

Head of Reservations

The Corinthia Group of Hotels (Malta) are seeking to recruit an individual who has excellent communication skills and is able to provide 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.

Education and requirements

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 high work ethic and a sense of responsibility and is able to multi-task

Responsibilities

Overseeing the daily reservation tasks of the Central Reservations Office: supervising reservations e-mails, phone calls, conducting daily checks and assisting the team and other departments in any requirements.

Creating guidelines to measure and maintain selling skills, conversions and upselling.

Offering direction to reservations team in daily tasks distribution, prioritizing the workload, continuously monitoring the progress, and ensuring prompt response.

Managing, train and monitor the Reservations Agents Performance in accordance to 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 highlight 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 of future reservations, assess any special room requirements, and communicate 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 department 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 on 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 liaise with Revenue Team on any close outs needed.