Reservation supervisor / Executive

Assists the

Reservations Manager in implementing strategies which support the overall

objectives of the hotel. Controls hotel availability to allow for the

maximising of rate and occupancy and supervises the Reservation Department in

the absence of the Reservations Manager.

General

and Administration

Assists Reservation Manager in operation and

management of the Reservation Team.

Increases average rate by training employees in

sales techniques on a regular basis.

Ensures the accuracy of all future

reservations.

Communicates with the Accounts Department to

ensure credit has been established by companies wishing to charge back costs to

their company.

Records and Pre-blocks all specials requests,

suites or VIP accommodations accurately.

Controls group room block assignments by

adhering to group cut-off dates.

Keeps Sales Department informed of group

bookings status.

Maintains accurate room rate control and

availability status.

Communicates with the Accounts Department to

ensure credit has been established by companies wishing to charge back costs to

their company.

Receives and

processes incoming customer reservations :

Greets customer and finds out what they would

like to book and when.

Offers alternative room types, rates and

packages to the customer.

Records reservation information accurately.

Identifies commissionable reservations and

secures required information.

Records and processes deposit and billing

information.

Files all reservations to facilitate easy

referral.

Maintains the correspondence file by date of

arrival.

Communicates with the Accounts Department to

ensure credit has been established by companies wishing to charge back costs to

their company.

Maximise

occupancy and average rate by offering a variety of rates and promotional

packages helping to maintain accurate occupancy forecasts :

Utilise suggestive selling techniques as

appropriate.

Adhere to rate control procedures based on

availability and forecasted occupancy.

Inform supervisor of potential sell out dates

so rate restrictions can be adhered to.

Record requests for special accommodation and

suites.

Ensure all reservations are responded to within

24 hours.

Pass on all possible sales leads to relevant

departments.

Provides feedback to Reservations Manager on

ways to increase sales and suggestions for improvement and enhancement to

departmental systems.

Demonstrates a working knowledge of all

services and facilities of the hotel and community to promote hotel and

effectively assist hotel guests.

Keeps abreast of daily activities – banquets,

guest activity programs, promotions.

Creates 100%

guest satisfaction by providing the Yes I Can! experience through performance

that demonstrates the standards of, genuine hospitality and exceeding guest

expectations

Gives personal attention, takes personal

responsibility and uses teamwork when providing guest service

Listens, apologizes with empathy, finds a

solution and follows through when resolving guest problems

Provides Yes I Can! genuine hospitality and

teamwork on an ongoing basis

Assumes the responsibility to notice when the

guest is not satisfied and uses their best judgment as to when it is

appropriate to use the 100% Guest Satisfaction

Performs other duties required to provide the

service brand behavior and genuine hospitality

Adheres to

hotel policies and procedures :

Attends work on time and as scheduled.

Follows hotel grooming, hygiene and dress

standards.

Minimise safety hazards by following all safety

rules and procedures.

Keeps immediate manager promptly and fully

informed of all problems or unusual matters of significance.

Performs all duties and responsibilities in a

timely and efficient manner in accordance with established company policies and

procedures to achieve the overall objectives of this position.

Maintains a favourable working relationship

with all other company employees to foster and promote co-operative and

harmonious working climate.

At all time projects a favourable image of the

hotel to the public.