Reservations Supervisor
3 weeks ago
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.
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.
Between 5 - 7 Years
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