Reservations Supervisor

**Additional Information**
**Job Number**24200741
**Job Category**Reservations
**Location**The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa, 8000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Non-Management

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The Reservations Sales Supervisor plays a key role in maximizing revenue by handling guest reservation inquiries, requests, changes, and cancellations across various channels. This position also involves training, motivating, and monitoring staff performance while setting a strong example. Responsibilities include overseeing reservation sales opportunities, ensuring accuracy in room blocks and market codes, and up-selling to maximize revenue.

The supervisor drives customer loyalty through service excellence, handles billing setups, resolves guest issues, and ensures proper procedures are followed. They also assist management with employee training, scheduling, and coaching, while adhering to company policies and maintaining professional standards.

Key tasks include processing reservations, accommodating special requests, explaining policies, and addressing guest needs. The supervisor is responsible for fostering positive relationships with both guests and staff, ensuring quality assurance standards are met, and completing other duties as assigned.

**PREFERRED QUALIFICATIONS**

**Education**
- High school diploma/G.E.D. equivalent**Related Work Experience**
- At least 2 years of related work experience**Supervisory Experience**
- At least 1 year of supervisory experience**Policies and Procedures**
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.

**Guest Relations**
- Address guests' service needs in a professional, positive, and timely manner.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Assist other employees to ensure proper coverage and prompt guest service.
- Thank guests with genuine appreciation and provide a fond farewell.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

**Communication**
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Talk with and listen to other employees to effectively exchange information.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

**Assists Management**
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

**Working with Others**
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

**Quality Assurance/Quality Improvement**
- Comply with quality assurance expectations and standards.

**Leadership**
- Ensure that employees are trained on company core values, job tasks and responsibilities, and service standards of the role.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make d