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.