Reservation Supervisor
- Savanne
- Not disclosed
- Permanent
- Added 28/03/2024
- Closing 27/04/2024
- Harsha Neerunjun
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The Reservations Supervisor is responsible for helping to run the Reservation Department. He/She coordinates the department and oversees individual training. He/She directs the department in selling rooms. He/She also manages inventory to maximize transient sales.
Duties and Responsibilities:
- Act as a main resource for reservation agents needing assistance or about 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.
- Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
- Assists and update group rooming lists and special requests
- Maintains a clean and organized work area.
- Attends all scheduled meetings as required with HOD’s or Sales team.
- Create and manage rates and packages configured on the Hotel PMS.
- Track all reservations picked up from all Online channels
- If there are failed reservations, update the PMS and then process those reservations manually.
- Coordinate with the Revenue Manager, for any availability, rate, or booking integration issues.
- Update No-shows and cancellations on all OTAs without fail to avoid any unwanted commissions.
- Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations.
- Handles any request for amenities or transportation promptly and accurately.
- Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival
- All reservation modifications are updated on the PMS immediately and accurately in case of any changes.
- Check forecasting reports based on statistics codes (Market, Source, Rate Code, etc.), reservations that are wrongly tagged should be amended.
- Train newly recruited reservation staff in taking reservations, telephone etiquettes, and reservation modules on hotel software, and processing emails.
- Determine work procedures, prepare work schedules, assign duties, and expedite workflow for reservation agents.
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
- Answer guest inquiries about hotel services, dining, entertainment, etc.
- Verify if each reservation request is processed as per the hotel standards and without delay.
- Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
- Assist Finance to process retentions, no-shows, and cancellations as per the hotel policy and procedures.
- Monitor all Tentative / Non-Guaranteed bookings entered on the system and follow up done for deposits/guarantees per hotel policy
- Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc.
- Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting, and forecasting purposes.
- Receive contracts detailing room allotments and create allotments on the PMS if needed.
- 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 reservations, OTA’s (Booking.com, Expedia, Brand.com etc.)