Reservation Supervisor

A little taste of your day-to-day:

Every day is different, but you’ll mostly be:

• Act as a main resource for reservation agents needing assistance technically or with regard to achieving customer satisfaction.
• Ensure the reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
• Respond to all guest reservation requests and execute prompt, courteous and accurate guest service at all times. Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
• Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
• Assists and prepares in groups pre-arrival process and also prepares group rooming lists. Maintains a clean and organized work area.
• Attends all scheduled meetings as required with HODs or the Sales team.
• Create and manage rates and packages configured on the Hotel software.
• Track all reservations picked up from all Online channels like hotel websites, other third parties etc.
• If there are failed reservations update the Hotel software, then process those reservations manually.
• Coordinate with the Channel manager, or software IT for any availability, rate or booking integration issues.
• Handle external systems like channel Managers, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.
• Update No-shows and cancellations on all OTAs without fail to avoid any unwanted commissions.
• Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
• Adjust rates according to suggestions from Yield or Revenue management systems.
• Verify all reservations taken on the reservation forms are updated on the PMS without fail.
• Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
• Verify if each reservation requests are processed as per the hotel standards and without delay.
• Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
• Process retentions, no-shows and cancellations as per the hotel policy and procedures.
• Handles any request for amenities or transportation promptly and accurately.
• Details are shared with the concerned department or third party accurately.
• Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits/guarantees.
• Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
• Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc.
• Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
• All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
• Maintain department-approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservation letters. Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas.
• Ensure acceptable service levels and all statistical reports are sought and maintained.
• Check forecasting reports based on statistics codes ( Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
• Receive contracts detailing room allotments and create allotments on the hotel management system.
• Train newly recruited reservation staff in taking reservations, telephone etiquettes, reservation module on hotel software and processing emails.
• Ensure that Guest service agents at the front desk are also trained on reservations and checking hotel availability.
• Ensure deposit payment is taken in advance for all pay-at-hotel reservations eg: Direct reservation, OTAs (Booking.com, Orbitz, Expedia etc.) Determine work procedures, prepare work schedules, assign duties and expedite workflow for reservation agents.
• Manage all aspects of the reservation department in the absence of the Reservation Manager.
  

What We need from you:

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
• Has 2 years experience in the same role in a 5 star hotel
• Resort experience is an advantage
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computer skills