RESERVATIONS MANAGER

PRESENTATION

With almost 18,000 establishments in France, the hotel sector is made up of a multitude of professions, all essential to the smooth running of a hotel complex. Among them is the profession of reservations manager.

WHAT IS AN RESERVATIONS MANAGER? 

The hotel industry is constantly evolving, with 45,750 recruitment projects forecast for 2020. This is an accessible sector that is open to qualified, graduate jobseekers. In a field as meticulous and complex as the hotel industry, the importance of the reservations manager is vital to the organisation of a hotel.

By telephone, fax, post or Internet, the reservations manager deals with every rental request from customers. Able to provide both reception and cashier services, the reservations agent is in daily contact with customers. This is a consumer clientele, which the employee must succeed in winning the loyalty of by offering a high-quality service.

Able to work in the hotel industry, reservation agents can also work in a number of other fields (tourism, transport, catering, etc.).

WHAT ARE THE RESERVATIONS MANAGER‘S TASKS? 

As the customer’s first point of contact, the reservations manager must be able to offer customers a courteous, warm and high-quality initial experience. Able to optimise their time and synthesise their work, the employee knows how to handle a wide range of office automation tools.

On a day-to-day basis, you will be responsible for a variety of tasks:

• Welcoming customers
• Registering reservations
• Administrative and financial management
• Analysing and satisfying customer needs
• Optimising the space available in the hotel
• Regular communication with other departments within the establishment
• Knowledge of the hotel’s strengths, as well as its environmental and geographical weaknesses
• Proposing additional services
• Completing the entire administrative protocol for each reservation, etc.
• In addition to these tasks, the Reservations Manager will have to work at a very fast pace, sometimes in the evenings and sometimes at weekends.

WHAT QUALITIES AND SKILLS DO YOU NEED TO BECOME A RESERVATIONS MANAGER? 

To carry out the many tasks that define the job of Reservations Manager, the employee must demonstrate acute professional qualities and personal skills.

• Interpersonal and linguistic skills: a Reservations Manager must have excellent verbal skills. Constantly well groomed, multilingual and sociable by nature, they must be able to provide professional information to foreign customers.
• Human and moral values: the employee must be highly diplomatic, unfailingly motivated and extremely patient with customers who are sometimes (too) demanding or impatient. Calmness, courtesy and thoroughness will be three essential skills in a profession like this. Finally, autonomy, responsiveness and organisational skills will make all the difference at crucial moments.
• Technical and intellectual skills: A good command of communication and information tools will enable you to excel in this profession. With a broad general knowledge, the employee will find it easier to resolve a problem situation.

WHAT ARE THE SALARY AND PROSPECTS FOR A RESERVATIONS MANAGER?

At the start of their career, reservations managers earn between €1,500 and €1,900 gross per month. At the end of their career, this can rise to 2900 euros gross per month. Obviously, a number of criteria are taken into account when assessing a salary. Starting with the hotel, its prestige, reputation and standing. If the establishment has a good reputation, the salary will increase, or conversely, it will be lower.

After a few years of loyal service, the reservations manager can move up to the position of reception and accommodation manager. This is a more important role, requiring supervision, coordination and control of all hotel services.

The possibility of working abroad is a possibility, depending on the choices and needs of management. The destination will depend on the hotel chain in which the employee works. It is also possible to move into customer reception.

HOW DO YOU BECOME A RESERVATIONS MANAGER?

Before really entering the world of higher education, it is advisable, but not compulsory, to hold a baccalauréat (general, STMG or Bac pro). However, there are also other types of diploma that will qualify you to work in a hotel.

It’s important to target the right course of study, the one that best suits the student’s expectations. To continue your studies after the baccalaureate, there are various bac +2 qualifications. Starting with BTS (brevet de technicien supérieur) and DUT (Diplôme universitaire de technologie) in the hotel, tourism or business sectors.

The CMH Academy, which specialises in various fields (hotel management, tourism, luxury goods, communications, etc.) offers its students a range of 3 to 5 year courses with a work-study pattern.

At the end of this diploma course, the higher education establishment awards a state-recognised level 1 or 2 RNCP-certified qualification, depending on the specialism.

Other courses on offer at the CMH Academy include:

• the European Bachelor in Hotel & Tourism Management
• the MBA International Hospitality & Brand Management

Internships, professional projects and assignments abroad give students the chance to gain experience and add to their CVs. These professional discoveries will help young graduates to find a job in the hotel industry.

WHERE ARE THEYTODAY?