Reservation Supervisor

Industry:
Hotels
Department:
Front of House, Sales and Marketing/PR
Job Role:
Reservations Agent, Reservations Manager
Level:
Supervisor
Location:
United Arab Emirates (UAE)
Area:
Fujairah
Salary Description:
Competitive Salary Offered
Posted:
19-Oct-19
Recruiter:
Concorde Hotel Fujairah
Job Ref:

Brief General Job Description
Supervise, train, schedule and evaluate Reservation Agents, ensuring that all procedures are performed to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors and other departments.

ESSENTIAL JOB FUNCTIONS
Duties include but are not limited to):

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:
a) All hotel facilities/services, hours of operation.
b) All guest room layouts, bed types, décor, appointments, and locations.
c) Room availability for any given day.
d) Restricted dates, rates and room types.
e) All room rates, packages and promotions.
f) Specific arrangements between hotel and travel agencies, corporate reservations center.
g) Entertainment/special events scheduled in the hotel.
• Access all functions of the hotel front office system.
• Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
• Monitor reservations requested by fax, telex and mail.
• Ensure guest history accounts are kept current.
• Ensure advance deposits, refunds of such and confirmations of both are processed.
• Monitor group reservation activity daily and communicate status with Sales & Marketing Department.
• Follow up on tentative sales bookings with respective Sales Manager to update status.
• Ensure group files are accurate and kept current.
• Ensure that group requirements are entered from the sales booking sheet.
• Process change forms received from Sales after checking availability; resolve any discrepancies.
• Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation.
• Ensure that rooming lists are input into the system.
• Pre-block group rooms where special requests are made.
• Assist Reservations staff whenever necessary in performing all job functions.
• Conduct a formal training program on the required job functions with criterion expected and
• Department orientation with new hires. Conduct ongoing training with existing staff.
• Work closely with other departments to effectively accommodate guests' special requests and amenities.
• Communicate designated VIP reservations to the General Manager and department managers.
• Work closely with the Sales and Marketing Director in determining the percentage for overbooking.
• Review no-show reservations and process charges. Track group no- show reservations and distribute to Sales Department.
• Compile reports on no-show for future business forecasting.
• Communicate room availability (particularly status changes on any date) to Reservations staff, Front Desk Manager and Director of Sales and Marketing.
• Review any reservations erroneously taken during restricted dates with individual responsible.
• Review previous night's occupancy report and track for forecasting future business patterns.
• Monitor wait list and determine priority of guests to be contacted for room availability.
• Create Travel Agent Master in computer.
• Review Travel Agency Commission Report daily for accuracy; resolve any discrepancies.
• Monitor system problems, maintain log of such and coordinate corrections with the service company representative.
• Prepare work orders for maintenance repairs and distribute to Engineering.
• Maintain supply levels and legibly document needs on a requisition.
• Organize and set up office files on designated reference or resource information; keep filing up-to date.
• Prepare and distribute weekly/monthly/annual forecasts.
• Prepare and submit daily/weekly payroll records.
• Ensure that all pertinent information is documented in the log book daily.
• Perform any other duties deemed reasonable by Management.


The candidate should meet the following requirements:
-At least with 1-3 years similar experience in a 4 OR 5* hotel.
-Excellent communication skills in English language.
-Excellent knowledge in computer.
-Willing to work in Fujairah
-Must be in UAE and can start immediately


Contact Details:
Concorde Hotel Fujairah
Tel: +971 9 2249000
Contact: HR Department

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