Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Reservations Manager
(5)
Responsible to increase guestroom revenues and guest satisfaction levels by facilitating the work of reservation agents.
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Supervises the work of reservations agents, including interactions with human resources staff regarding recruitment,
selection, orientation, performance appraisal, and discipline, if applicable.
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Ensures completion of daily assignments by subordinate staff.
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Analyzes operating costs regularly.
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Reviews daily, weekly, and other reports to monitor revenues, rate, and yield management forecasts and expense man-
agement, including payroll controls.
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Monitors and evaluates marketing trends and makes recommendations about future goals.
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Develops and implements controls of guestroom inventory.
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Reviews short- and long-term occupancy and revenue forecasts; identifies deficiencies and takes appropriate corrective
action.
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Develops, recommends, and implements, as applicable, rate and yield structures for guestroom inventory and for central
reservation strategies with third-party sources.
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Confirms that current information about guestroom status is maintained and effectively communicated.
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Responds to guest communications; takes necessary action to resolve identified issues.
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Ensures compliance with applicable service guarantees.
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Manages and follows up on executive reservations.
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Prepares weekly staffing schedules based on forecasts; monitors business volume workloads.
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May assume manager-on-duty coverage.