Reservation Team Lead
il y a 1 semaine
At Sofitel Al Hamra Beach Resort, we are seeking a highly skilled and experienced Reservation Supervisor to join our team. As a key member of our reservations team, you will be responsible for supervising all incoming and outgoing room reservation requests, ensuring they are attended to as per hotel standards and procedures.
Key Responsibilities:- Supervise and manage the reservations team to ensure seamless and efficient service delivery.
- Develop and implement strategies to attract guests and enhance their loyalty, providing a distinctive service through communication and sales skills.
- Recognize potential clients and transmit information to the Sales Department.
- Maintain a good commercial relationship with all bookers, including guests, companies, and agencies.
- Promote Accor loyalty programs and hotel promotions.
- Respect the privacy of guests and confidentiality of information.
- Manage guest complaints in a professional manner, resolving them to guest satisfaction and recording them.
- Supervise and report all guest comments or complaints.
- Call the manager for advice in serious cases or if an approval is required.
- Ensure telephone etiquettes are properly used as per Sofitel standards.
- Ensure a perfect knowledge of room types and rate structures among the reservations team.
- Ensure the accuracy of all booking information entered in the PMS.
- Supervise the maintenance of guest history.
- Ensure a perfect knowledge of hotel configuration and products among team members.
- Achieve Quality Tools Yield Management performance with the reservations team.
- Know competitors and gather information about their activities and sales.
- Provide updated reports and statistics to management and other departments.
- Follow up on availability and rates charts on TARS and other booking systems/channels.
- Maintain a database for ATACS follow-up.
- Supervise daily check-list.
- Fulfill administrative tasks and filing.
- Ensure proper use and maintenance of reservation communication systems (telephone, fax-mail).
- Supervise key handling procedures.
- Supervise emergency and security procedures.
- Supervise lost and found procedures.
- Read and update logbooks.
- Maintain appropriate stock levels for smooth reservations operations and initiate requisitions accordingly.
- Maintain a clean and tidy working area at all times.
- Share daily activity highlights with the manager, including internal and external guest opportunities.
- Maintain an atmosphere of high morale and a happy working relationship among the team.
- Stay updated with latest administrative, organizational, operational, or other changes and news.
- Respect schedules, terms, and deadlines as agreed with management.
- Conduct/attend daily line-up briefings with the reservations team.
- Support reception training in reservation techniques and procedures.
- Carry out special projects according to assignments.
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