Reservation Supervisors 99 views

DUTIES AND RESPONSIBILITIES:

• Responsible for room reservations, group, individual and Online Extranet bookings
• Handling of correspondences, Emails,  sorted – out letters,
• Allocate daily tasks to Reservations and front deskstaff.
• Review reservation booked daily.
• Review arrival report daily.
• Responsible for preparation of occupancy forecast.
• Responsible for training staff.
• Responsible for implementation of policies and procedures.
• Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
• Lease with Sales Department in regards to occupancy,booking requests, Rates Reservation’s Analysis.
• Identify Top Producing Accounts ensure proper recognition by Front office staff.
• Knowledgeable in hotel and guest room facilities/services
• Monitoring Telephone Manner and general performance of reservation and front desk staff daily.
• Ensure special handling of repeat guests and very VIP guest.
• Observes and ensures that proper telephone manners are maintained at all times
• Monitors and coordinates group reservations activity with the Sales Department and Front office Manager
• Follows up tentative bookings and update reservation status
• Reviews no-show and cancelled reservations and processes charges according to hotel’s policy
• Review room blocking for Long Stay. Suites and special group request.
• Supervising of Group Reservations.
• Maintain cordial relations with commercial clients.
• Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
• Responsible for work schedule
• Ensure outstanding customer care at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and advise the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Adhere to company credit limitpolicies.
• Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
• Preparing a report for Group booking,next month enquiries and forecasting occupancy NO show and Cancellation with reasons.

Reports To: Front Office Manager

EDUCATION:

• A university degree in hotel management or related field.

EXPERIENCE:

• Previous experience in reservations, Two to three year experience in Reservation Supervisor,  front desk operations. The successful candidate is likely to have a passion for customer service, excellent communication skills and good levels of written and spoken English. Ability to work with OPERA systems and applications like spreadsheets, databases, work processing, Expedia, Booking engine,