Reservations Officer

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Job Description

The Yatu Lau Company Limited is an established investment company founded by the Late Turaga Tui Lau and Tui Nayau Ratu Sir Kamisese Kapaiwai Tuimacilai Mara as an investment vehicle for Lauans and is a Company limited by shares. The company’s principal activities include owners and managers of properties, equity investments, apartment/hotel operations, property developments and sales with over 900 shareholders.

The Hotel Reservations Officer is responsible for managing and coordinating hotel reservations, ensuring accurate bookings, excellent customer service, and maximum occupancy. This role requires strong attention to detail, exceptional communication skills, and the ability to handle multiple tasks simultaneously. S/he will report to the Manager Hotel Operations.

Outcomes

Organisational Stakeholders
1. Effective reservations management
Customer inquiries records / database is effectively monitored and maintained  Reservations forecast is prepared, monitored and variations managed efficiently Changes to procedures and guidelines are proposed / recommended with supporting documentation  Optimisation of hotels activities and revenue is ensured Administrative functions for Reservations Department maintained Customer service records for accounts Staff/employee records and information Invoicing and charges adminstered Rates, fees and charges are clearly communicated and disseminated to relevant customers and stakeholders Invoices and billings sent out in a timely manner Payment for outstanding accounts are followed up  Compilation of news letter contributed to  Reservation team day to day activities are supervised Overall responsibilities and work of the Reservation team's performance is effectively coordinated and monitored Competent consultation of KPIs ensured Task checklist administered through the department on monthly basis Checklist collected successfully and consultation ensured on relevant KPIs
2. Customer focused operations
Efficient customer service Customers attentively attended to as and when required Provision of customer information and feedback Incidents and accidents are documented and treated with urgency Complaints are dealt with in a professional and discreet manner ensuring customer satisfaction and no disruption to operations Customer satisfaction surveys (incl third party) are administered Efficient customer service Personalised recommendations and upsell hotel amenities, packages, or upgrades to enhance the guest experience are offered where required Assistance provided in the resolving guest issues related to reservations, collaborating with other departments as necessary Efficient administrative tasks Accurate and up-to-date records of reservations, cancellations, and guest information maintained Daily, weekly, and monthly reports related to occupancy, revenue, and booking trends are prepared an distributed Collaboration with the accounting department to ensure accurate billing and payment processes. Stay updated on hotel policies, procedures, and promotions to provide accurate information to guests.
3. Well-informed Management
Reservations performance framework reported  on a monthly basis to the Chief Executive Officer Current customer / usage and projections submitted  Invoice and collection management activities / actions ensured Incidents and accidents are reported to management in real time Reservations advice and ad-hoc information provided to management when requested Monthly reports submitted to management for effective decision-making
4. A statutory compliant YLCL
Operationally compliant YLCL Procedure, standards and guidelines are adhered to at all times Hotel by laws and terms and conditions are effectively communicated to ensure that all marina users (customers ) are well-informed and compliant Statutory compliant Hotel reservations Compliance records maintained Insurance documents are well kept
5. Teamwork and cooperation
Cooperation within the team and greater function / department Cooperation across functions / departments Work collaboratively to achieve the set targets and goals
6. YLCL's image and value standards demonstrated at all times
Collaborate with other teams in the organisation for the benefit of the organisation Monitor and encourage team to uphold image and value standards Engender a sense of workforce awareness of safety, health, security and environment

Responsibilities - Critical Competencies

Competence	Description
Business
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Communication	Exchange information through verbal communication
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Organisational Values	Display the organisation's image and value standards.
Social and Cultural Awareness	Respond respectfully and effectively to people of different cultural and social backgrounds.

Qualifications

Qualification	Discipline	Notes
Preferred
Degree	Business Administration, Business, tourism reservations and/or basic Marina management
Desirable
Higher Degree incl. Post Grad Cert or Dip	Business Administration, Hotel Management & Tourism

Work Knowledge and Experience

1. Office administration and / or customer services experience, preferably in a front line Customer Service position
2. Possess basic book keeping and accounting knowledge
3. Good data entry and keyboard skills
4. Excellent understanding of Microsoft products (Word, Excel, Outlook and Powerpoint)
5. Proficient in using reservation management systems and software.
6. Ability to work flexible hours, including evenings, weekends, and holidays.
7. Knowledge of hotel revenue management practices and strategies.
8. Proven experience in hotel reservations or a related customer service role, with at least 2 years of experience.

Requirements

Language Proficiency
Excellent command of English

Interactions

Interaction	Comments
Internal
All staff
Management Team
External
Contractors
Suppliers
Tenants

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Energetic	Constantly active and driven to put in effort. Works hard to promote an enterprise.
Innovative	Devises new and creative ways to do things comes up with original ideas.
Interpersonal Styles
Forthright	Speaks out frankly without hesitation, showing a direct manner.
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Decisive	Reaches conclusions, promptly and firmly.
Initiative	Takes action and makes decisions without the help or advice of other people.