Reservations Supervisor (Hotel) at Accor Hotel

Job Purpose

• The Reservations Supervisor ensures achievement of departmental targets by accurately interpreting the accommodation needs of individual guests and groups, selling the maximum number of room nights at the highest achievable rate, cross-selling the hotel departments, making careful notes of all guest requirements, ensuring that guest requirements are captured in the booking, guest profile and history, and formulating and sending an accurate quotation when required.
• With the assistance of the reservations agent, the reservations supervisor takes responsibility for the complete recording of all booking and inquiry details and correspondence, while taking all reasonable measures to maximise occupancy and revenue as their primary operational responsibility.

Primary Responsibilities

General Responsibilities

• Effectively utilises software applications and communication tools that are used to facilitate the booking, arrival, stay and departure of guests.
• Effectively manages processes and systems that enable guests to be comfortably accommodated to the highest standards
• Effectively utilises property management software and tools to monitor the preferences of Hotel Guests.
• Completion, analysis, and distribution of daily, weekly, monthly reports.
• Provide weekly dynamic forecast of expected results, variances, and budget comparisons.
• Takes accountability for the performance of the Reservations functions
• Ensures that all inquiries are responded to, that accurate quotations are generated and sent to clients within the specified time frame.
• Handle the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
• Follow up on provisional reservations, restaurant bookings, etc and monitor advanced deposit requirements.
• Process credit card/EFT deposits/vouchers on all types of bookings, prior to arrival.
• Assist with booking of transfers, flights and other outlet requests
• Process no-show and cancellations as per the hotel policy and procedures.
• Ensure all reservation modifications are updated on OPERA Cloud immediately and accurately in case of any changes.
• Prepare arrival/guest correspondence for Front Office / Operations Team daily.
• Inform other departments and follow up with regards to special instructions / facilities.
• Ensure optimal utilisation of OPERA Cloud and maintain knowledge on all room types and its availability.
• Report any rate and / or system discrepancies and overbookings, helping to find solutions where possible

Customer Specific Responsibilities

• Ensure world-class service is delivered to the Guest, by collaborating with the Hotel Teams on all matters impacting bookings and the Guest service
• Together with the relevant teams and specialists, ensures that policies, processes and standards directly affecting the Guests do reflect their safety, security concerns and preferences
• Engage clients in a warm yet professional and courteous manner, responding to telephone and email or direct enquiries timeously.
• Handle telephonic and email enquiries/requests with professionalism.

People Specific Responsibilities

• Completes feedback and performance reviews for direct reports in time and according to the required standards.
• Ensures that all direct reports receive comprehensive training and coaching on Selling and Up/Cross-Selling skills and Yield Management
• Works to support an environment that contributes to positive employee engagement and commitment to the job.

Quality Specific Responsibilities

• Ensures that all policies, processes and standards affecting the Guest and 3rd party agent bookings are strictly adhered to
• Notices and communicates opportunities to further improve quality standards
• Assists to develop, implement and monitor systems and methods that capture and communicate Guests’ preferences, likes and dislikes as appropriate without compromising their privacy
• Ensure booking process is maintained up-to-date and functional

Finance Specific Responsibilities

• Ensures that Average Daily targets are consistently achieved
• Ensures that monthly Occupancy targets are consistently achieved
• Ensures that all bookings without pre-payment are released within the release period to enable re-sale of the rooms
• Ensures that Cross and Up-sell targets are consistently achieved
• Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking

Qualifications

• Degree or equivalent in Hospitality Management
• Significant Background in Reservations Service of a luxury hotel
• 3 Years or more experience in hospitality Reservations
• Proficient in the application of Up-Sell and Cross-Sell strategies
• Proficient in OPERA Cloud
• Proficient user of Microsoft Office software applications
• Proficient in the management of the various booking channels 
• Ability to effectively communicate with others in English (written and spoken)