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Reservations Supervisor
Il y a 2 mois
Job Summary:
The Reservations Supervisor is responsible for maximizing room sales and revenue in a luxury hotel setting. This role requires excellent communication and organizational skills, as well as the ability to work effectively in a fast-paced environment.
Key Responsibilities:
- Assist in maximizing room sales and revenue through effective selling and up-selling techniques.
- Monitor and ensure that all reservations are input into the system promptly and accurately, and are confirmed back to the guest/client.
- Monitor and review regularly the room and rates availability, hotel status, close-out dates, and overbooking situation.
- Extend full cooperation within and between other departments to ensure seamless operations.
- Inform the Reservations Manager of situations such as overbooking, system failure, and other critical cases, and consult with the team before making any critical decisions.
- Observe and maintain Reservations and Rooms & Guest Services systems, procedures, company standards, and policies.
- Assist in Rooms & Guest Services functions as needed, and regularly update data systems for contracts, rates, and agreements, guest/client information, and other important information.
- Maintain accurate records of data essential to future business plans, and generate weekly and monthly reports required by management and owners.
- Ensure that reservations agents are knowledgeable about hotel and guest room facilities/services, and maintain proper telephone manners at all times.
- Monitor and coordinate group reservations activity with the Sales Department and Revenue Manager.
- Follow up on tentative bookings and update reservation status, and review no-show and cancelled reservations and process charges according to hotel policy.
- Perform other duties as assigned by the Reservations Manager, and ensure that the job assigned has been effectively completed on a timely basis and according to hotel expectations.
- Conduct daily briefings and de-briefings with reservations teams, and attend briefing and departmental meetings as assigned by the Reservations Manager.
- Recommend corrective actions for unfavorable variances in job standards and budget commitment.
- Administer personnel actions on leaves and overtime requests, disciplinary actions, and commendations as assigned by the Manager.
- Propose effective duties to ensure sufficiency of manpower in accordance with the volume of business.
- Communicate effectively with guests, subordinates, superiors, and other section heads.
- Manage time effectively by meeting deadlines or completing tasks ahead of time, identify and solve problems in a professional manner.
- Assist others to ensure the operation is run smoothly and effectively.
- Communicate effectively with guests, clients, business partners, and staff.
- Coach, direct, supervise, and counsel reservations staff when applicable, provide training to all staff in the department regularly, motivate staff to grow within the company, and develop themselves to be better supervisors at all times.
- Interact with clients, guests, government officials, and other important individuals/companies in the community to promote the hotel.
Qualifications:
- College degree or diploma in business, hospitality, or related field preferred.
- Minimum two years hotel reservations position experience, preferably in an upscale or lifestyle brand hotel, and with a minimum of two years Middle East experience.
- Enter and locate work-related information using computers and/or point of sale systems.
- Possess a gracious, friendly, and fun demeanor.
- Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail.
- Computer literate with a strong knowledge of Fidelio and Delphi.
- Strong verbal and written communication skills in English, with Arabic desirable.
- Maintain positive and productive working relationships with other employees and departments.
- Ability to work independently and to partner with others to promote an environment of teamwork.
