Reservations Supervisor

2 weeks ago

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

Reservations Supervisor - Luxury Portfolio - Cape Town

**Responsibilities**:

- Lead by example, setting a high standard for the team to follow.
- Ensure comprehensive knowledge of hotel programs, services, accommodations, promotions, rates, and facilities.
- Provide technical information and tools to support the reservation team in delivering informed and professional guest assistance.
- Maintain awareness of high season dates, special offers, closed dates, minimum night stays, etc., and communicate effectively with both reservation and hotel teams.
- Foster a positive and professional environment within the team.
- Collaborate with sales and revenue teams, as well as property management, as necessary.
- Monitor and ensure correct booking of promotions and specials, resolving any issues promptly.
- Oversee all reservation channels to ensure accuracy and eliminate system glitches.
- Uphold hotel policies, procedures, and payment methods.
- Monitor and respond to reservation requests promptly, exceeding our 24-hour response time.
- Update records of room availability, rates, reservations, cancellations, amendments, and no-shows.
- Conduct quality checks on bookings prior to guests' arrival.
- Conduct weekly arrival meetings with property management.
- Strategize room type and rate yield management for maximum revenue.
- Manage VIP and special requests professionally.
- Provide training to reservation staff on hotel products and services.
- Delegate tasks to team members and resolve any issues that arise.
- Handle cancellations and amendments in accordance with company procedures.
- Handle individual bookings for corporate guests and travel agencies.
- Resolve customer complaints efficiently and in line with company policies.
- Actively stay informed about local area-specific issues.
- Supervise, train, and motivate reservation team members.
- Generate and maintain reports as needed.
- Assist with group and event reservations.
- Ensure accurate input of group reservations into the system.
- Maintain databases and spreadsheets accurately.
- Release allocations and assist with reservations-related accounts.

Minimum Requirements:

- Previous experience in a hospitality environment is essential.
- Exceptional time management, communication skills, and customer service.
- Experience with Opera reservation system is required.
- Meticulous attention to detail and strong administrative skills.
- Adaptability and flexibility to thrive in a fast-paced environment.
- Strong leadership and organizational skills.

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