Hotel Reservation Manager
Il y a 2 mois
Job Title: Reservation Supervisor
Company: Sofitel Al Hamra Beach Resort
Job Summary:
We are seeking a highly skilled and experienced Reservation Supervisor to join our team at Sofitel Al Hamra Beach Resort. 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 in accordance with hotel standards and procedures.
Key Responsibilities:
- Supervise Reservations: Oversee all incoming and outgoing room reservation requests, ensuring they are processed efficiently and effectively.
- Enhance Guest Experience: Attract guests and enhance their loyalty by providing a distinctive service through communication and sales skills, improving the hotel's image and increasing revenue.
- Recognize Potential Clients: Identify potential clients and transmit information to the Sales Department to capitalize on business opportunities.
- VIP Guest Recognition: Recognize VIP guests and apply relevant policies to ensure exceptional service.
- Commercial Relationships: Maintain good commercial relationships with all bookers, including guests, companies, and agencies.
- Accor Loyalty Programs: Promote Accor loyalty programs and hotel promotions to increase revenue and guest loyalty.
- Confidentiality and Privacy: Respect the privacy of guests and maintain confidentiality of information.
- Guest Complaints: Manage guest complaints professionally, resolving issues to guest satisfaction and recording them for future reference.
- Team Supervision: Supervise and report on guest comments and complaints, ensuring the team is aware of any issues.
- Managerial Support: Call the manager for advice in serious cases or when approval is required.
- Telephone Etiquette: Ensure telephone etiquette is maintained according to Sofitel standards.
- Room Type and Rate Knowledge: Ensure the Reservation team has a perfect knowledge of room types and rate structures.
- Booking Accuracy: Ensure the accuracy of all booking information entered in the Property Management System (PMS).
- Guest History: Supervise the accurate maintenance of guest history.
- Hotel Configuration: Ensure the Reservation team has a perfect knowledge of hotel configuration and products.
- Quality Tools Yield Management: Achieve Quality Tools Yield Management performance with the reservations team.
- Competitor Intelligence: Stay informed about competitors' activities and sales.
- Reporting and Statistics: Provide updated reports and statistics to management and other departments.
- Availability and Rates Charts: Follow up on availability and rates charts on TARS and other booking systems/channels.
- Database Maintenance: Maintain a database for ATACS follow-up.
- Daily Check-List: Supervise the daily check-list.
- Administrative Tasks: Fulfill administrative tasks and filing.
- Communication System: Ensure the proper use and maintenance of reservation communication systems (telephone, fax-mail).
- Key Handling: Supervise the respect of key handling procedures.
- Emergency and Security Procedures: Supervise the respect of emergency and security procedures.
- Lost and Found: Supervise the respect of lost and found procedures.
- Logbooks: Read and update logbooks.
- Stock Management: Maintain appropriate stock levels for the smooth operation of reservations and initiate requisitions accordingly.
- Working Environment: Maintain a clean and tidy working area at all times.
- Activity Highlights: Share daily activity highlights with the manager, including internal and external guest opportunities.
- Team Morale: Maintain an atmosphere of high morale and a happy working relationship among the team.
- Administrative Updates: Stay updated with the latest administrative, organizational, operational, or other changes and news.
- Schedules and Deadlines: Respect schedules, terms, and deadlines as agreed with management.
- Daily Briefing: Conduct/attend a daily line-up briefing with the reservation team.
- Reception Training: Support reception training in reservation techniques and procedures.
- Special Projects: Carry out special projects according to assignments.
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