Reservation Supervisor
il y a 4 semaines
Job Summary
The Reservation Supervisor will be responsible for supervising all incoming and outgoing room reservation requests and ensuring they are handled according to hotel standards and procedures.
Key Responsibilities
- Supervise and manage reservation requests to ensure timely and efficient handling.
- Provide exceptional customer service to guests and ensure their needs are met.
- Collaborate with the sales department to recognize potential clients and transmit information.
- Recognize and handle VIP guests according to hotel policies.
- Maintain a good commercial relationship with bookers, including guests, companies, and agencies.
- Promote Accor loyalty programs and hotel promotions.
- Respect guest privacy and confidentiality.
- Manage guest complaints in a professional manner.
- Supervise and report guest comments and complaints.
- Call the manager for advice in serious cases or when approval is required.
- Ensure proper telephone etiquette according to Sofitel standards.
- Maintain a perfect knowledge of room types and rate structures among the reservation team.
- Ensure accuracy of all booking information entered in the PMS.
- Supervise guest history maintenance.
- Ensure a perfect knowledge of hotel configuration and products among team members.
- Achieve Quality Tools Yield Management performance with the reservations team.
- Stay informed about competitors and 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 checklists.
- Perform administrative tasks and filing.
- Ensure proper use and maintenance of reservation communication systems.
- 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 a high morale and 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 reservation team.
- Support reception training in reservation techniques and procedures.
- Carry out special projects according to assignments.
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