Job Description

As a Hotel Reservation Supervisor, you will be responsible for managing the reservations department and ensuring that all guests are provided with exceptional customer service. You will oversee the reservation process, from booking to check-in and check-out, and handle any issues that may arise during a guest's stay.

In addition, you will be responsible for training and managing the reservation team, ensuring that they have all the necessary tools and resources to perform their job duties effectively. You will also work closely with other departments, such as housekeeping and maintenance, to ensure that guest needs are met and that the hotel is operating smoothly.

DUTIES AND RESPONSIBILITIES:

Act as a main resource for reservation agents needing assistance or about achieving customer satisfaction. Ensure the reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc. Respond to all guest reservation requests and execute prompt, courteous, and accurate guest service at all times. Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services. Answer guest inquiries about hotel services, registration of guests, shopping, dining, entertainment travel directions, etc. Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls. Assists and prepares in groups pre-arrival process and also prepares group rooming lists. Maintains a clean and organized work area. Attends all scheduled meetings as required with HOD's or Sales team. Create and manage rates and packages configured on the Hotel software. Track all reservations picked up from all Online channels like hotel websites, OTA, GDS, another third party, etc. If there are failed reservations update the Hotel software and then process those reservations manually. Coordinate with the Channel manager, or software vendors for any availability, rate, or booking integration issues. Handle external systems like channel Managers, Web booking engines, Rate comparison tools, Online Travel Agents extranets, etc. Update No-shows and cancellations on all OTAs without fail to avoid any unwanted commissions. Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.) Adjust rates according to suggestions from Yield or Revenue management systems. Verify all reservations taken on the reservation forms are updated on the PMS without fail. Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations. Verify if each reservation request is processed as per the hotel standards and without delay. Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time. Process retentions, no-shows, and cancellations as per the hotel policy and procedures. Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately. Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits/guarantees. Records and files all reservation correspondence neatly and accurately on prescribed forms or folders. Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc. Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival. All reservation modifications are updated on the property management system immediately and accurately in case of any changes. Maintain department-approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables, and reservation letters. Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas. Ensure acceptable service levels and all statistical reports are sought and maintained. Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting, and forecasting purposes. Check forecasting reports based on statistics codes ( Market, Source, Rate Code, etc.), reservations that are wrongly tagged should be amended. Receive contracts detailing room allotments and create allotments on the hotel management system. Train newly recruited reservation staff in taking reservations, telephone etiquettes, reservation modules on hotel software, and processing emails. Ensure that Guest service agents at the front desk are also trained on reservations and checking hotel availability. Ensure deposit payment is taken in advance for all pay-at-hotel reservations eg: Direct reservations, OTA's (Booking.com, Orbitz, Expedia, etc.) Determine work procedures, prepare work schedules, assign duties, and expedite workflow for reservation agents. Manage all aspects of the reservation department in the absence of a reservation manager.
Job Type: Full-time