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QUALIFICATIONS AND JOB DESCRIPTION
The Reservation & E-Commerce Manager will be responsible for the daily operations and administration of the Royal Service & Reservation department, including providing support, coaching, training and directing a team of Royal Service & Reservation Supervisors and Royal Service & Reservation Agents & Telephone Operators.
Furthermore, the Reservation & E-Commerce Manager will ensure update and maintenance of the hotel’s telephone system as well as reviewing and maximization of the current and future revenue opportunities related to telecommunications at the Hotel. Ensures the smooth and efficient operations in the department through prompt, effective and proper reservations service to achieve maximum room revenue in order to meet or exceed the revenue target.
Management of Online Reservation Systems: Providing accurate and up-to-date information on the hotel's online reservation platforms (especially the hotel website, OTAs). Ensuring that the system works properly so that customers can easily make reservations.
Pricing and Promotions: Determining price strategies, creating special offers and promotional campaigns. Managing prices competitively and dynamically.
Customer Relationship Management (CRM): Managing customer demands and feedback from online channels. Providing personalized services to increase customer satisfaction.
Sales and Performance Analysis: Collecting and analyzing online sales data. Monitoring sales performance, developing revenue generation strategies and reporting.
Online Customer Experience: Optimizing user experience on the website and other online platforms. Making the necessary arrangements for a smooth reservation process.
Payment and Security Management: Ensuring that online payment systems work correctly and are secure. Ensuring security and confidentiality regarding customers' payment information.
Collaborations and Distribution Channels: Expanding the hotel's online distribution network by collaborating with third-party platforms such as Online Travel Agencies (OTA).
Competition Analysis: Monitoring the online pricing, promotion and marketing strategies of competing hotels and taking strategic steps.