Reservation Supervisor

- High School, Vocational certificate or Bachelor degree in any field.
* At least 2 years experience in Sales or reservation, or Front Office or new hire with some knowledge of Front Office or Reservation systems

- Ensure to understand, follow hotel P&P, Accor P&P, being exemplary for the team and ensure all regulations are strictly followed by the team.
- Assist the Reservations staff in answering phones, responding to email or fax and making bookings as required
- Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved though guest recognition and prompt cordial attention.
- Guiding and ensure all staff followed up ?Resavision program of Accor
- Conduct training for Reservations staff in accordance with hotel guidelines.
- Use your leading and supervision skills effectively to encourage and motivate staff.
- Being able to conduct training for the staff, especially for new staff or cross-training staff within the reservation
- Monitor staff productivity and performance and taking appropriate action when necessary to ensure departmental goals and targets are achieved.
- Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section.
- Monitor performance of staff on a regular basis and assist Front Office Manager to prepare performance reviews as per hotel standards
- Ensure that the department meets relevant productivity targets on call handling and conversion ratios for all products lines
- Maintain effective staff scheduling ensuring optimum level of staff resources according to business need.
- Responsible to assign the staff to operate the office, documents, stationery and ensure smoothly operating
- Ensure all Reservations staff are fully trained on the reservation systems available and are fully conversant with the rates, packages and any special offers available.
- Ensure guest history is updated on a daily basis and special needs/information of incoming guests is communicated to the appropriate departments.
- Responsible for being extremely knowledgeable in the suites/ rooms/ property / amenities and facilities of the property.
- Responsible for being able to explain and convince the guests in a positive manner about the suites and property.
- Being able to handle guests complains with good manner according hotel policy, Accor standard
- Assist Front Office Manager for the forecasting of rooms occupancy, preparing relevant reports on projected revenues.
- Ensure deposit or payment is followed up and accurately updated in PMS and report
- Ensure booking input in PMS correctly all details
- Daily recheck arrival list or 7 next coming days or the date with high occupancy or festive period (peak season for the market)
- Follow up GIT booking, tentative booking, waiting list,
- Modify the requests, control the waiting list and report to FOM to take over booked, follow up and ready for changing room category or transfer hotel situations.
- Assist in maintaining a close working relationship with all Department of the Hotel.
- Report immediately to FOM if any booking released, cancelled or modified which affect the Occupancy or Revenue Forecasting

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