Reservation Supervisor

OUR COMMITMENT TO DIVERSITY & INCLUSION :

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

1. Assists in monitoring and managing the reservationist team to ensure excellent customer service.
2. Contributes globally to guest satisfaction through the quality of his/her work and exemplary behaviour.
3. Maximises occupancy by ensuring high conversion of enquiries into bookings.
4. Supervises, monitors calls, coaches, counsels, trains, disciplines and reviews reservation agents.
5. Evaluates Reservation Agents' performance and productivity to ensure they meet service level goals.
6. Provides an excellent introduction to the Hotel and its services regarding the information given about the hotel and surrounding area.
7. Ensures that administrative procedures never take priority over guest relations.
8. Takes into account and anticipates guests' needs. Deals swiftly, efficiently and sensitively with guest complaints that cannot be settled directly by team members and follows through.
9. Conveys the brand and hotel image through his/her irreproachable attitude.
10. Helps increase guest loyalty through quality of service.
11. Ensures all documents are filed properly and files are labelled clearly. Provides daily, weekly and monthly reports as required.
12. Assists the Manager to lead the team and to deliver the best service possible.
13. Develops employees' motivation and team spirit by creating a good working atmosphere.
14. Integrates and trains employees, providing support for skills development.
15. Ensures that employees are well presented (uniforms, personal hygiene, etc.).
16. Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR.
17. Maximises upselling and offers appropriate room category for the guest; ensures the guest receives the accommodation he/she is expecting.
18. Ensures the Group's loyalty program (ALL) is promoted to the guests. Motivates and drives the team to attain the department's targets.

Qualifications

The ideal candidate will be customer-driven with an extremely proactive and focused personality and an outgoing, charismatic, and approachable character. You will display a high level of professionalism with a high degree of impact and influence within all levels of operations and be self-motivated with a proactive approach. You portray a structured and goal-oriented work philosophy and possess the following additional competencies: