Reservations & Guest Experience Supervisor

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Reservations & Guest Experience Supervisor

Description

The Reservations & Guest Experience Supervisor is responsible for inbound operations and future planning. This role will be supporting the Director of Revenue Management by assisting in managing room inventory & rate availability, engaging in pre-arrival, in-stay and post-stay strategy, utilizing guest preferences and driving personalized care, planning for key guest segments and extracting data to produce reporting that supports hotel strategies.

The Reservations & Guest Experience Supervisor must work well in a collaborative environment with Operations, Sales, and Events teams. The successful candidate will have demonstrated learning agility with new concepts and systems and will bring a curious approach to a wide variety of tasks.

The Reservations & Guest Experience Supervisor will be responsible for overseeing the guest experience and reservation operation within the hotel, including but not limited to the following job tasks:

• Oversee the group reservation process, including entering blocks, rooming lists & routing
• Handle transient guest room reservations and requests
• Communicate with guests pre-arrival via phone or e-mail to ensure personalized customer service with a focus on recognizing their preferences
• Engage in meaningful interactions with guests and supporting service recovery while in-house
• Provide guests with hotel facility information & local area offerings
• Guide post-stay communication strategy and provide hotel leaders with guest satisfaction reporting, insights and opportunities while promoting the hotel service vision
• Post deposit payments
• Process OXI failures & resolve OXI warning traces
• Check OTA billing to help reduce no-shows & process valid payment
• Process reserve Queue 3's
• Handle callbacks from Omaha
• Partner with centralized reservations for content and rate management
• Enter new GSBs & process cancellations
  • Ensure accuracy in market segmentation & correcting with manager
• Process 11-day forecast weekly
• Monitor group pick up and communicate with managers
• Collaborate with Front Office Team to maximize Hotel Revenue through upsells and sell-out effectiveness
• Support the front office as needed with PBX or monitoring the front desk
• Work with Front Office Team to proactively manage room type availability
  • Work with Sales & Revenue teams to mitigate overselling room types when creating & inputting group block

• • Excellent attention to detail and exceptional organizational and time management skills
• Must be effective in handling problems in the workplace, including identifying, anticipating, preventing and solving problems as necessary
• Must have previous experience with forecasting and revenue management
• Must have extensive experience with customer service
• Refined verbal and written communication skills
• Must be proficient in general computer knowledge with advanced excel skills
• 2+ years Hotel Reservations experience
• Knowledge of Hyatt's reservation systems, HyRes & procedures preferred