The document outlines the key responsibilities of a Reservations Manager which include: 1) Overseeing operations of the reservations department including manuals, meetings, filing systems, and new technologies. 2) Ensuring exceptional customer service and resolving complaints. 3) Maximizing room sales, rates, and pre-sales through upselling and inventory management. 4) Recruiting and developing reservations team members through training, coaching, feedback and scheduling. 5) Ensuring compliance with Hyatt and hotel standards, policies, and programs.

1. Administration
 To oversee and assist in the preparation and update of the Reservations Departmental Operations
Manual and required Standard Operational Procedures
 To attend regular meetings and ensure that departmental briefings and meetings are effective and
conducted as necessary.
 To ensure that an organized and efficient filing system is implemented and utilized in the department.
 To ensure that the use of new technology and equipment is explored and implemented wherever
appropriate.
 To ensure cleanness and integrity ofdata in PMS and Reserve following Hyatt standards for
reservations.
Customer Service
 To ensure that the brand promise and exceptional guest services are provided at all time to external
and internal customers as appropriate.
 To handle all guestand internal customer complaints and inquiries in a courteous and efficient manner,
following through to make sure problems are resolved satisfactorily.
Financial
 To maximize room’s sales,yield and average room rate through up selling and other inventory and rate
management initiatives.
 To maximize pre-sale of activities for other departments through up selling
 To maximize employee productivity through the use of multi-skilling, multi-tasking and flexible
scheduling to meet the financial goals of the business as well as the expectations of the guests.
 To ensure that the Reservations Department operates with the lowestpossible coststructure while also
delivering on the brand promise to the guest proactively managing costs based on key performance
indicators.
 To assist in the preparation of the Annual Business Plan.
 To assist in weekly and monthly reforecasting.
 To ensure that all relevant hotel, company and local rules, policies and regulations are adhered to,
including credit and payment policies.
Marketing
 To actively participate in weekly yield and revenue management meetings, preparing the information
and reports as necessary to ensure a productive meeting.
 To assist in the preparation, utilization and update of an annual Marketing Plan, broken down as
necessary by department.
Operational
 To oversee the taking and processing of rooms and transfers reservations, as well as pre-arrival
activities bookings for other departments according to hotel and company guidelines.

2.  To oversee the telephone system to ensure set ups are in accordance to guidelines. Keep track of
volume of calls received as well as goals of calls handled. Ensure Telephone Audit Calls are
consistently followed.
 Ensure all writing correspondence is in accordance to Hyatt International and Office’s standards.
 To administer the loading of new rates into the relevant reservation systems, including testing and
deployment.
 To ensure the proper handling of all overbooking situations and waitlisted business, working closely
with the relevant departments.
 To prepare accurate advance booking counts and forecasts.
 To build strong relationships with all sources ofbookings and work closely with the department team in
maintaining and developing these relationships.
 To ensure that all company minimum brand standards have been implemented,and that optional brand
standards have been implemented where appropriate.
 To assist in making sure that all Touches of Hyatt and the Rooms Top 20 are implemented in the
Reservations Department.
 To respond to the results of the Consumer Audit and ensure that the relevant changes are
implemented.
 To work closely with other managementpersonnel in a supportive and flexible manner, focusing on the
overall success of the hotel and the satisfaction of hotel guests.
 To make sure that Reservation employees work in a supportive and flexible manner with other
departments, in a spirit of “We work through Teams”.
 To ensure that all guest details are entered correctly in accordance with the principles of clean data.
 To understand the market and Hotel Industry to ensure any changes / new trends for reservation’s
process are well handled by Office / Hotels.
 To have a good vision to decide when new projects or procedures might need to be changed /
implemented.
Operations
 To assist other departments where operational business needs require
Personnel
 Recruitment of reservations team members.
 To project at all time a positive and role model attitude and exercise self control.
 To oversee the punctuality and appearance of Reservations employees, making sure that they wear
the correctuniform and maintain a high standard of personal appearance and hygiene, according to the
hotel and department’s grooming standards.
 To discuss performance with Reservations employees and provide feedback to team on a regular basis
to support them in their professional development goals.

3.  To plan and implementeffective training programmes for Reservations employees in coordinatio n with
the Training Manager and Departmental Trainers, using the Reservations Sales Training module and
other Hyatt International training materials.
 To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
 To develop the skills and effectiveness of Reservations employees through the appropriate training,
coaching, and/ or mentoring.
 Overlook Vacation Plan & Roster to ensure operational needs of Office are appropriately covered. To
prepare and postweekly work schedules, making sure that they reflect business needs and other key
performance indicators.
 To encourage employees to be creative and innovative, challenging and recognizing them for their
contribution to the success of the operation.
 To supportthe implementation of the People Brand, demonstrating and reinforcing Hyatt’s Values and
Culture Characteristics.
 To ensure that employees have a complete understanding of and adhere to employee rules and
regulations.
 To ensure that employees follow all hotel, company and local rules, policies and regulations relating to
fire and hazard safety, and security.
 To feedback the results of the Employee Engagement Survey and ensure that the relevant changes
are implemented.
Other Duties
 To maintain strong, professional relationships with the relevant representatives from competitor hotels
and other organizations.
 To respond to changes in the Reservations function as dictated by the industry, company and hotel.
 To read the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules
and regulations and in particular, the policies and procedures relating to fire, hygiene, health and
safety.
 To attend training sessions and meetings as and when required.
 To carry out any other reasonable duties and responsibilities as assigned.
Special Projects to be handled/overlooked:
 HyScore Card – monthly program implemented by Hyatt Intl to keep track of Agent’s performance .
 Team Leader Development Program – program developed by Hyatt Intl to prepare some selected
members to a Team Leader position.
 Team structure – Ensure all Team Leader and Asst. Manager are taking care of their individual teams
(Res. Agents) in regards to performance, feedback, recognition and motivation on consistent basis.
 Upselling Incentive Program – overlook program to ensure its goals are well achieved and guidelines
followed by team.

4.  Month End Reports – ensure month end reports with information related to the Office Operation is
done and sent.
 Business and Training Plan –Assist in the preparation of the business plan of the hotel and prepare
the training plan of the team members. Ensure that the team is completing the planned trainings.
 Employee Opinion Survey – ensure program is followed as per Hyatt International in order to achieve
its attendance and score’s goals
 Employee Evaluation Program – overlook program by the end of each year as per Hyatt International
 Mystery Guest Report (IQ)– ensure Office is achieving its goals and when necessary Action Plan is
prepared and followed