Reservation Supervisor

The Role

• To supervise & manage Reservations operations and coordinates its activities with the other departments.
• To ensure a continuously high quality of reservations delivery to the clients and to manage and motivate the reservation team.
• To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets.
• To be entrepreneurial and to think beyond the boundaries is expected.
• To provide service that is sincere, warm and enthusiastic, ensure residents satisfaction

Key Deliverables and Responsibilities

Planning & Organizing:

1. Maintains effective guest relations to ensure repeat business, and works closely with the other departments of the hotel specially the Front Office and the sales department.

Operations:

1. Promotes a helpful and professional image to the client and gives full cooperation to any customer requiring assistance with a prompt, caring and helpful attitude.
2. Contribute to the design of the hotel s business strategy and Revenue targets
3. Assist in setting pricing strategy for Rooms, C&B, F&B and other revenue such as spa, telephone, laundry, business services, etc.
4. Monitor online channel representation (GDS, CRO, web, 3rd parties etc.)
5. Supervises the Reservations Agents in their daily duties, including pick-ups, travel agent commissions and staff responses to clients
6. Complete the Rate Shopping Report on a daily basis
7. Ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
8. Meet and exceed targeted budget on a daily, weekly, monthly and yearly basis
9. Run short term incentives with the Reservations team to improve yield and to aid the management and development of targets set by the Revenue Manager
10. Perform daily arrival check to avoid no-shows and rebates and inconveniences at guest check-in.
11. Is thorough with the application of room reservations and group reservations procedures.
12. Knows the required operation procedures of opera (or any other system in use) and maintains an awareness of guest, Corporate, Travel Agencies, and Group profile through system.
13. Shows complete product knowledge, understand rate structure and apply rate management.
14. Ensures all administration procedures are maintained to hotel and company standards.
15. Answers all incoming calls to reservations as per company standards.
16. Positively contributes to the sales activities within the hotel and maximizes sales opportunities.
17. Anticipates clients needs and assist guests in any further requests.
18. Attends training sessions when required and operates in line with the training and information received.
19. Ensures fax machine is checked and correspondence is placed in the in-tray at the start of the shift.
20. Ensure to distribute and prioritize the booking requests to the team.
21. Supervise and develop the Reservations Agents
22. Ensures all reservations and requests are confirmed correctly and within 24 hours and upon request according to the quality standards.
23. Understands the cancellation and no show policy action and follows the guarantee procedure.
24. Has a thorough knowledge of current rates and promotions. Promotes up-sells and cross sells at all times. Identifies and communicates sales leads to the Sales team
25. Understands the Hotel s Credit Policy and is applied.
26. Ensure proper shift hand over and daily reports are completed accurately
27. Ensure that CRS booking delivery is checked from time to time and properly entered into PMS
28. Ensure that all special rates, complimentary booking, and upgrades approved by the authorized persons.
29. Apply room inventory restrictions on local and international system as directed by Reservations Manager
30. Have complete knowledge of the FIT rate structure
31. Assist in training the Reservations team in up selling, reservation skills and systems
32. Effectively manage the sickness and absence of the Reservations team.
33. To have a complete understanding of and to adhere to Accor policy relating to Fire, Hygiene, Health and Safety.
34. Resolve / report guest complaints or requests and liaise with the party concerned to ensure immediate follow up has been made.

Administration:

1. Assists the Reservations Manager in preparing different reports.
2. Prepare the inventory requisition of the department.
3. Ensure daily pricing is in line with the annual Business Strategy
4. Weekly forecasting and strategy by segment by day.
5. Maintain the annual Demand Calendar
6. Ensure that all rates are loaded in CRS and PMS for 1 year in advance
7. Manage third party website (after training has been conducted)
8. Prepare needed monthly run down reports, to follow up the definite & tentative future business with Travel Agents & companies
9. Ensure that all payments for no-shows are chased in timely manner and charged correctly
10. Ensure all Company sales, marketing and rate information and plans are kept strictly confidential, and that no third parties are given information either voluntary or involuntary by the Reservations Team
11. Maintains filing on a daily basis and sets up new files when necessary.
12. Enter and maintain all Tour Operators allotments into PMS.
13. Create and maintain PMS companies and guest profiles according to the standards.
14. To communicate all management decisions to the reservations team and make sure of application according to Policy and standards

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
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