Reservations Supervisor

6 months ago

Cape Town, South Africa HotelJobs.co.za Full time

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 24-hour 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 up-to-date 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 on-call 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
- Set-up team member check-ins
- Monitor phone-calls and assist associates as needed
- Handle all reservations queries from Team Members/Colleagues/Guests & Travel Partners
- Review reservations / cancellations daily
- Group & Events reservations
- Management of an effective and productive team
- Training and induction of new team members
- Goal setting, performance management and motivation of team
- Facilitation of the resolution of any issues that affect productivity
- Reviewing and updating reservations data according to the departmental standards on the PMS/Computer
- Responsible for updating/maintaining necessary database and spreadsheets
- Generate daily, weekly, and monthly reports as needed
- Releasing of allocations
- Assist with reservations related PM accounts

**SKILLS AND ATTRIBUTES**
- Quality focussed
- A positive and professional attitude
- Previous Hospitality experien

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