Reservations Supervisor

PRIMARY OBJECTIVE OF POSITION:

To assist the Reservations & Revenue Manager in the day to day operation of the Reservations Department to ensure maximization of revenue on both a short- and long-term basis. Results are driven by maximizing and managing revenue & sales resources and service efforts to ensure KPIs are met.

RESPONSIBILITIES AND JOB DUTIES:

• Have a working knowledge of the hotel to be able to assist guests and anticipate their needs with the highest service standards
• Watch and balance inventory, keeping Reservations Manager aware of high demand / rate discrepancies
• Monitor daily checklist tasks and ensuring they are done efficiently and properly, and assisting when needed
• Responsible for ensuring telephone and email etiquette standards are followed at all times. Train and support agents in order to achieve top results.
• Handling guest complaints through HotSOS and ReviewPro and completing the guest recovery process as needed
• Making sure all group rooming lists and changes are entered before cutoff day. Attend weekly group pick up and operations resume meetings.
• Making sure all group requests from Conference Service Managers are acknowledged and actioned in a timely fashion.
• Track no shows / research reasoning, and determine waivers/rebates
• Liaise with all billing disputes/errors from past reservations.
• Champion of all corporate loyalty and recognition programs
• Monitor call volumes and conversion and provide training and support, employ sales tactics and incentive plans accordingly to ensure goals are met.
• Train, coach and develop reservations agents to enhance performance and to meet the current and future needs of the department.
• Liaise with central reservations frequently as extension of Reservations Department.
• Supervisor to complete reservations calls and support the reservations agent tasks as needed with call volume and departmental coverage as needed
• Order supplies for the office
• Review monthly commission invoices from third party websites in a timely manner
• Additional duties not mentioned above may also be requested by supervisor

PHYSICAL DEMANDS:

• Digital dexterity, e.g. using computer keyboard, computer/software applications
• Ability to sit for long periods of time and able to stand, reach, grasp, lift/carry, walk, climb, kneel, squat, bend, push/pull.
• Ability to use oral communication to perform work i.e. answer telephones, participate in meetings

SPECIAL SKILLS REQUIRED:

• Sets high personal performance standards with strong performance record and ability to work in a fast-paced environment.
• Excellent communication skills in both written and spoken English. Communicates openly and clearly, develops positive working relationships at all levels
• Adapts quickly and positively to new situations and continue to be productive in changing circumstances.
• Ability to use and create written (verbal/visual) sources of information, e.g. read reports, procedural documentation, and reference materials.
• Make decisions requiring limited judgment, e.g. task sequencing, filing, and tracking email.
• Perform activities requiring sustained concentration, e.g. training, designing, and planning work.
• Use electronic and oral communication to perform work, e.g. answer telephone, email clients, greet visitors, and conduct in person and virtual meetings, client entertaining and internal meetings.
• Good interpersonal and presentation skills for working with third party partners and supporting the reservations team internally
• Due to the cyclical nature of sales, work schedule may vary to reflect the business needs of the hotel/clients. 

EDUCATION/ EXPERIENCE /LICENSES OR CERTIFICATES / REQUIRED:

• Undergraduate degree or College Diploma in relevant discipline.
• Minimum 2 years of supervisory/management experience in Reservations or Front Office in a luxury hotel.
• Proficient in Shiji PMS, Synxis, third-party OTA extranets, Onyx, Word, Excel, Powerpoint.