Reservation Supervisor

7 months ago

Cape Town, South Africa The Twelve Apostles Hotel and Spa Full time

**Reservations Supervisor**

**for**

**Twelve Apostles Hotel & Spa;**

**Bushmans Kloof Wilderness Reserve & Wellness Retreat**

**Job Purpose**:
To assist with the management of the reservations function for two properties, ensuring that the highest standard of performance and service is achieved when reserving accommodation and additional services for Red Carnation Hotels.

**Employee Value Proposition**:
**Organisational Positioning**:

- **Department**:Reservations and Revenue
- **Reporting to**:Regional Revenue Director
- **Location**:Bree Street Offices

**Minimum Experience and Qualification Required**:

- Grade 12
- 2 years 5* experience in a reservations or coordinating role; as well as at least 1 years 5* experience in a reservations or coordination supervisory role or 2 years 5* Hotel experience in a front office management role.
- Highly presentable
- Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel
- Experience at operator level of a Property Management System
- Outstanding telephone manner
- Excellent command of the English language - solid English verbal and written communication skills
- Able to work flexible hours, weekends and public holidays

**Advantageous Experience and Qualification Desired**:

- Hospitality diploma
- Exposure to Opera and various distribution systems advantageous

**Advantageous Experience and Qualification Desired**:

- Diploma in Hotel Management
- Exposure to Opera advantageous

**Key Performance Objectives**:
To be a Red Carnation Hotel Ambassador by:

- Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
- Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
- Ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
- Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
- Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
- Being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
- To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
- To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service

To supevise the Reservations Team in according with Red Carnation Hotel Management principles by:

- Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
- Ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.
- Ensuring that staff are rostered according to the peaks and troughs of the business; ensuring that there is always sufficient labour available to meet our high guest service standards while keeping labour costs to a minimum; and ensuring that all staff are afforded time to take sufficient rest by scheduling off days and leave in a manner that allows for work/life balance and high levels of morale and productivity; and ensuring there is roster flexibility to adapt to unscheduled absences like sick leave and family responsibility leave; and recording all attendance correctly and timeously on Net TimeSheet
- Recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.

To supervise the Reservations Agents for The Twelve Apostles Hotel and Spa and Bushmans Kloof Wilderness Reserve and Wellness Retreat in accordance with RCH Policies and Procedures by:

- Ensuring that the highest standard of performance and service is achieved when reserving accommodation and additional services in accordance with RCH Standards
- Ensuring harmonious relationships exist with other departments, suppliers and international sales managers by maintaining clear and prompt communication between all parties; and ensuring that all correspondence with clients reflects the professionalism of

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