Reservations Supervisor

To monitor, supervise and train the Cluster Reservations and Royal Services Agents in maintaining and delivering high levels of standards according to company policy and procedure. To assist the Cluster Assistant Reservations Manager in the operation and requirements of the department. In absence of the Cluster Assistant Reservations Manager, to be able to take on responsibility for the Reservations Department.

Essential Responsibilities and Duties

• Understand the key principles of Accor Pricing Strategies and Revenue Management
• To ensure Cluster Reservations and Royal Services Agents are filling the responsibilities as outlined in their job descriptions.
• Monitoring the team performance on external calls, dining reservations and room reservations
• Supervising the day to day running of the reservations department ensuring that the work load is fairly distributed and completed in a timely and professional manner.
• Understand the key principles of Accor Pricing Strategies and Revenue Management, such as Retail, Corporate, Leisure, Group, Other, Rate Restrictions, hurdles and availabilities
• Maximize rooms and dining revenue through the conversion of telephone calls into sales
• Utilize effective up selling techniques
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the both properties
• Be fluent on all hotel products and services
• Be fully conversant with all market segments and rate plans used across all distribution channels
• Be flexible in sales technique through offering the right product to the right guest at the right time
• Check the quality of reservations arrivals as per the task list assigned
• Audit the cluster reservations team to ensure the quality of the calls and emails
• Monitor the hotel inventory and report any issues to Cluster Revenue and Reservations Manager
• Ensuring a proper communication in place and the team are updated with the latest changes/offers
• Train, coach and support the cluster reservations and royal services agents to build a strong and highly skilled team
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with Accor Reservation Standards
• Achieve targeted goals in the Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database
• Ensure market segmentation is accurate for each reservation
• Merge profiles as necessary