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Job description for Reservations supervisor

 

 

Responsibilities

Reservations:

  • Communicate with Melia Hotels International Reservations Office to resolve any queries regarding bookings.
  • Maintain tidy and organized filing systems.
  • Have a detailed knowledge of department Brand Standards.
  • Ensure all enquiries are dealt with promptly, in a friendly manner and in line with company standards.
  • Ensure that all traces are actioned in a timely manner.
  • Positively dealing with and learning from customer complaints and comments
  • Maintaining the Opera property management system to ensure Guest, Company and Agent details, comments and history are up to date and relevant.
  • Chase all bookings not guaranteed in order to maximize occupancy.
  • Identify, communicate and action potential sales leads.
  • Follow up all guaranteed non-arrivals in order to raise charges where relevant.
  • Complete Rooms Management forms on a daily, weekly and monthly basis.
  • Maintain quality standards of bookings within the systems through detailed checks on incoming reservations and arrival checks
  • Ensure that deposits are taken to comply with the rate restrictions
  • Liaise with and hand over to front desk any special requests prior to arrival. Ensure that the front desk have the necessary back up for each guest

 

Group:

  • To deal with any group enquiries within the operating standard and send quotes in accordance with customer requirements and within the hotel pricing structure
  • Follow up all initial enquiries to convert tentative bookings into definite ones
  • Negotiate and agree relevant prices to maximize revenue
  • Ensure all calls are handled to the required hotel and company standards
  • Responsible for own correspondence, and to ensure that this correspondence can be understood by all other members of the team
  • Meet potential clients to show them the facilities of the hotel
  • Make accommodation, food and beverage reservations as per client requests
  • Promote all facilities of the hotel and group
  • Ensure all reports are produced as requested by the Management
  • Ensuring pending / tentative / definite / lost / cancelled / denied group records are kept up to date

 

General:

  • To be knowledgeable of hotel fire and emergency procedures
  • To attend meetings where necessary
  • To comply with Company Health and Safety, and Fire Regulations and procedures
  • To undertake any other reasonable request as directed by a member of the Management Team.
  • Attend functions to entertain clients and host site inspections as required
  • To become an ambassador for the Hotel at any time you would be representing the company.

 

Personal qualities

 

  • Responsible
  • Innovative
  • Problem solver
  • Able to develop personnel
  • Has an eye for interior design
  • Creative
  • Passionate
  • Leader
  • Influential

 

Experience

  • The position requires a minimum of three years’ experience in hotels in a similar post such as Guest Relations Manager or Public Relations Manager.
  • The candidate must have experience of coordinating a team of eight persons minimum.

 

Knowledge & Personality

These describe the behaviour you will need to demonstrate to carry out your job effectively.

  • Plans, organizes and uses a systematic approach to get things done.
  • Manages time and resources effectively.
  • Sets high personal performance standards.
  • Prioritizes actions and manages tasks through to completion.
  • Communicates openly and clearly both verbally and in writing.
  • Self-reliant, working with minimal control and direction.
  • Acts on own initiative when appropriate.
  • Adapts quickly and positively to new situations.
  • Can handle more than one task/situation at a time.

 

Languages

    • English: Mother tongue or 100% fluent
    • Further languages are highly valued

 

Requirements of the position

    • Is able to adapt their working schedule according to the demands of the hotel.
    • Able to physically move around the hotel constantly.
    • Organised and able to react quickly, improvising accordingly.

 

Shift Procedure

Departmental duties include the delivery and collection of all baggage, ensuring the working areas are kept tidy. Prompt and efficient car parking service is maintained and the receiving and distribution of all in-coming and outgoing guest and house mail as well as the delivery of newspapers and items for guests.

 

 

 

 

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis as appropriate.