Reservations Supervisor

2 weeks ago

Cape Town, Western Cape, South Africa Newmark Hotels Full time

JOB TITLE:
Reservations Supervisor

OBJECTIVE:
The role is for an experienced Reservations Supervisor to manage the day to day running of the department. A well-rounded and reliable individual that would enjoy working in a fast paced and pressurized environment. Thrive in maintaining customer satisfaction and contributing to the company's success.

Seeking to pursue a position to enhance the reservations department by ensuring that our properties, guests and agents come first and that the team are supported at all times.

To ensure that departmental policies procedures are adhered to.

To support the Group Reservations Manager in all aspects in maximizing the efficiency, standards and professionalism of the Reservations Department.

DUTIES & RESPONSIBILITES

  • To set an excellent example for the team to follow
  • Make sure you and the team are aware of all hotel programs, services, accommodations types, promotions, rates, and facilities
  • Help the reservation team in their role, by offering to them all the technical information and tools required for their role in order to engage and assist guests in an informed and professional manner
  • Make sure that the reservations team and hotel teams are completely aware about all the high season dates, special offers, closed dates, min. night staysetc
  • Keep a positive and professional environment within the team
  • Collaborate with the sales and revenue teams as well as properties where needed
  • Making sure the team is aware and understands all promotions and specials and that they are booked correctly
  • Monitor all the different ways of reservations to ensure its up to standard and information filtering though is correct and that there are no glitches in the system
  • Know all the hotel policies, procedures and payment methods.
  • Check all the reservations requests daily to avoid any delays from our end and assist where needed must meet and exceed our 24hour response time
  • Update the records of the available rooms, rates, daily reservation, cancellations, rooms in book, amendments and no show
  • Instruct the team and properties on how to proceed and follow through with cancellations & no shows
  • Quality check all bookings before the guests arrival 7 days out
  • Conduct arrival meetings with each property on a weekly basis
  • Make sure that we yield on room type and rates to ensure maximum revenue
  • Handle all overbookings
  • Responsible for flatlining of availability
  • Manage the VIP Request and the special request in a professional manner
  • Complete the required training for you / the reservation team
  • Have a strong knowledge about the hotel's products and services, also train the staff with all the products and services.
  • Assign tasks to the different team members
  • Solve problems that could face the reservation process and the customer support and services.
  • To deal with all cancellations and amendments in accordance with the Company procedure
  • Counters any objections with a suitable and structured sales argument
  • Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions
  • Supervise all agents and develop them in order to handle reservation tasks properly
  • Assist with group/conventions from the initial blockage to the rooming lists and correct invoicing of the client
  • Adhere to and enforce all company and departmental policies and procedures
  • Adhere to performance management procedures and HR policies to ensure any issues within the reservations and office teams are addressed effectively and promptly
  • Resolve customer issues and requests in an efficient and timely manner while following established policies and procedures
  • Handles individual bookings of valued corporate guests travel agencies
  • Is actively involved in the local area to keep uptodate with specific issues
  • Additional projects
  • Supervises plans and manages functions related to day to day activities and work area
  • Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary
  • Attends, follows up & resolves customer complaints
  • Carries out performance monitoring, measurement and evaluation of all admins to improve efficiency
  • Compiles and maintains lists of core and oncall schedules & personnel, and ensures all lists are available to operators for use as required
  • Prepares and directs scheduling, monitors operators' attendance, schedules
shifts & breaks as necessary

  • Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials, and supplies
  • Additional support in drawing up statistics and reports
  • Monitor the accurate input of group Reservations into system
  • Input group Reservations within specified time periods
  • Setup team member checkins
  • Monitor phonecalls and assist associates as needed
  • Handle all reservations queries from Team Memb

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