Reservation Supervisor

Job Summary

The Reservation Supervisor is responsible to supervise the reservation functions for the hotel sales and marketing ensuring all reservations are processed in a pleasant, professional and efficient manner. The role manages and coordinates activities of reservation team members providing reservations and customer services skills.

Job Responsibilities 1

Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.

Ensure 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 executes prompt, courteous and accurate guest service always.

Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.

Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc. If there are failed reservations to update the Hotel software, then process those reservations manually.

Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.

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 book, cancellations, no- show, 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.

Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.

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.

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.

Passion for customer service.

Excellent communication skills

Good levels of written and spoken English

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

Education