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Reservations Supervisor

3 months ago

Cape Town, Western Cape, South Africa Bright Search Recruitment (Pty) Ltd Full time
  • To lead the team by setting a strong example to follow
  • Ensure the team is well-informed about all hotel programs, services, promotions, rates, and facilities
  • Provide the reservation team with necessary technical information and tools to assist guests professionally
  • Keep both reservations and hotel teams updated on high season dates, special offers, and other relevant information
  • Maintain a positive and professional team environment
  • Collaborate with sales and revenue teams as needed
  • Ensure the team understands and correctly books all promotions and specials
  • Monitor reservations channels for accuracy and optimal performance
  • Familiarize yourself with hotel policies, procedures, and payment methods
  • Instruct the team on handling cancellations and no-shows
  • Quality check all bookings prior to guest arrivals
  • Conduct weekly arrival meetings with property staff
  • Optimize room type and rates for maximum revenue
  • Manage overbookings effectively
  • Handle VIP and special requests professionally
  • Complete necessary training for yourself and the team
  • Ensure thorough product and service knowledge among staff
  • Take reservations via phone, fax, email, and internet
  • Address objections with persuasive sales arguments
  • Maintain organized reservation documentation and filing systems
  • Supervise and develop agents for efficient reservation handling
  • Assist with group bookings from start to finish
  • Enforce company and departmental policies and ensure performance management
  • Resolve customer issues promptly and efficiently
  • Handle individual bookings from corporate guests and travel agencies
  • Stay updated on local industry issues
  • Participate in additional projects
  • Provide necessary training and support to team members
  • Maintain schedules and personnel lists for operators
  • Assist with scheduling, attendance monitoring, and breaks
  • Perform various duties such as updating databases, coordinating equipment maintenance, and ordering supplies
  • Assist in generating statistics and reports
  • Ensure accurate input of group reservations into the system
  • Handle team member check-ins
  • Monitor and assist with phone calls and queries
  • Review reservations and cancellations daily
  • Manage group and event reservations
  • Lead an efficient and productive team
  • Train and onboard new team members
  • Set goals, manage performance, and motivate the team
SKILLS AND ATTRIBUTES
  • Quality-focused
  • Positive and professional attitude
  • Prior hospitality experience required
  • Strong time management, communication, and customer service skills
  • Experience with Opera software essential
  • Exceptional attention to detail and organizational skills
  • Adaptability and flexibility
  • Comfortable in a fast-paced, multitasking environment
  • Excellent communication skills for customer, colleague, and team interaction
  • Leadership skills to effectively manage the reservation team
  • Strong organizational skills