To assist Duty Manager in the supervision of all activities pertaining to room reservation in order to achieve the highest possible occupancy levels for the purpose of maximizing and profits. Produce and check daily reports, ensuring that the previous day’s reservations are accurate and confirmations are sent. Maintain room rates on the company systems and spot-check third party websites (OTAs) to ensure accuracy of rates and allotments. Planning rates structure in the OTA’s website to maximise the hotel rooms’ revenue. To alert Duty Manager of any sudden fluctuations in occupancy levels. Monitor incoming bookings and flagging any concern dates with the Sales Department Manage room allocation during the headline events. Liaise with internal departments regarding key customers, guests and sponsors to ensure that all goes smoothly with their bookings Manage room allocation during other periods, e.g. group bookings Liaise with Front Desk and Food & Beverage Department regarding allocation, e.g. for long-stay guests and those with special requirements Monitor, review and develop the department’s procedures to ensure that they remain efficient reservations and group enquiries. To receive, handle and convert all new enquires in line with the Sales’ strategy and ensure all guests receive a consistently high standard of service throughout the booking process. Accurately input reservations into Wish.Net system To sell in line with the selling strategies and adhere to diary management principles to maximize yield for the hotel. To prepare daily reservation pick up trends reports and review all arrivals during the tight period to minimized unexpected wash down. Actively up-sell and cross sell the products and facilities of TROVE Johor Bahru, eg spa, food outlets and bar Efficiently follow up all bookings against company standards to ensure that the conversion of business is optimized and the diary integrity is maintained. To effectively communicate with the client throughout the booking process, ensuring we have a full understanding of the guests’ requirements and identify areas for future business opportunities and to promote repeat business Regular and consistent communication with the Front Desk team to ensure all booking details are handed over in a clear and concise manner, so that service is delivered to meet and exceed the guests’ expectations to identifying commercial opportunities. Identify opportunities for larger scale business and/or conference and events business, and pass those leads to the relevant sales team Monitor competitor rates, promotions and activity in order to be able to make suggestions and recommendations to maximise our revenue. Lead the team on a daily basis, communicating targets and expectations, monitoring standards and giving feedback. Conduct one to one meetings with the team on a regular basis to celebrate success, feedback on performance and identify development needs. Monitor, review and feedback on individual’s performance. Set and review objectives in line with the performance review and induction process. Work to develop team members according to their individual abilities, potential and aspirations. To assist the Front Office Manager in generating monthly forecast. To be fully conversant with all TROVE Johor Bahru products and services, in order to give potential and existing customers accurate information in a professional and timely manner. To act as an ambassador for TROVE Johor Bahru at all times and to ensure hotel values are upheld to both external and internal contacts, through appropriate behaviour and performance. To undertake any other duties as requested by the Senior Management team, in accordance with the scope and responsibilities of the role.