Reservation Supervisor
Job Description
Reservation Supervisor
To monitor, supervise and train the reservation agents in maintaining and delivering high levels of standards according to Banyan Tree policy . To assist the Assistant Reservations Manager in the operational requirements of the department. In the absence of the Assistant Reservation Manager, he/she will take on the responsibility of the Reservations Department to ensure a smooth operation.
KEY ROLES & RESPONSIBILITIES
– To ensure the reservations sales agents are filling the responsibilities as outlined in their job descriptions.
– Supervise and assist the day-to-day operation of the reservations department ensuring that the workload is fairly distributed and completed in a timely and professional manner.
– Understand the key principles of Accor Pricing Strategies and Revenue Management such as Retail, Corporate, Leisure, Group, Other, Rate Restrictions, hurdles and availabilities.
– Maximize rooms revenue through the conversion of telephone calls into sales.
– Utilize effective up-selling techniques.
– Take reservations through emails and calls to support the revenue management strategies employed by the Revenue Management leader in the hotel.
– Be fluent on all hotel products and services.
– Handle all emails pertaining to room reservations (i.e. corporate booking requests/inquiries, Travel Agent booking requests, direct booking requests/inquiries).
– Be fully conversant with all market segments and rate plans used across all distribution channels.
– Be flexible in sales technique through offering the right product to the right customer at the right time.
– Co-host dinners/special events with the Sales Team and be involved in client entertainment as required.
– Do the roster for Reservations Team and submit to the Assistant Reservations Manager for approval.
– Do the quality check on the reservations arrivals as per the task list assigned.
– Audit the Reservations Team to ensure the quality of the calls and emails.
– Assist Reservations Assistant Manager in ensuring a positive and friendly environment in the office.
