Cluster Reservations Supervisor
2 days ago
**Position : Cluster Reservations Supervisor**
**Department**: Reservations
**Reports to** : Cluster Reservations Assistant Manager _________________________________________
**PURPOSE OF POSITION**
To monitor, supervise and train the reservation agents in maintaining and delivering high levels of standards according to company policy and procedure. To assist the cluster reservations manager in the operation and requirements of the department. In absence of the Cluster Reservation Manager, to be able to take on responsibility for the Reservations Department.
**KEY ROLES & RESPONSIBILITIES**
- To ensure the cluster reservations sales agents are filling the responsibilities as outlined in their job descriptions.
- Supervising the day to day running of the reservations department ensuring that the work load 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
- Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
- Be fluent on all hotel products and services
- 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 cluster reservations team and submit to the cluster reservations manager for approval
- Do the quality check on the reservations arrivals as per the task list assigned
- Assist cluster reservations manager in enhancing the environment in the office
- Monitor the hotel inventory and report any issues to Cluster Reservations Manager
- Ensuring the same level of service are being provided to both guests Raffles Dubai and Sofitel Dubai Wafi
- Ensuring a proper communication in place and the team are updated with the latest changes/offers
- Train, coach and support the cluster reservations agents to build a strong and highly skilled team
- Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
- Responsible for effective implementation and compliance with Accor Reservation Standards
- Achieve targeted goals in the LQA Hotel Mystery Shopping calls
- Maintain accuracy and cleanliness of the PMS Database
- Ensure market segmentation is accurate for each reservation
- Merge profiles as necessary
- To effectively handle the top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
- Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
- To effectively handle the Top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
- Complete understanding and effective execution of current and new RM tools. Includes Opera PMS/S&C.
- Be involved in all property PMS Conversions
- Complete understand and effective use of the Hotel’s telephone system
- Maintain the Reservation correspondence
- Share best practices with Reservations and or Revenue Management leader
- To assist Cluster Reservation Manager with the duties required for the smooth running of the department; non-guaranteed bookings, groups etc.
- Ensure that the department is well aware of changes, new procedures, hotel facilities etc.
- To certify that all Cluster Reservation Sales Agents are adhering to hotel standards and that these standards are implemented at all times.
- Support the Cluster Reservations Manager and/or Revenue Management leader with special projects as required
**PERSONAL ATTRIBUTES**
- **Creativity, listening and oral Skills**:
- **Invitation and accountability / Responsible and flexible**:
- **Ability to handle multiple tasks**:
- **Ability to organize work flow / Attention to detail.**:
- **Supervising, **training and instructing skills
**QUALIFICATIONS**
- Degree/Diploma in Training and Development or Hotel Management
- Working knowledge of Opera
- Working knowledge of Microsoft Office (Outlook, Excel, PowerPoint and Word)
**EXPERIENCE**
- Minimum 3 years experience in Hotel or Resort, as Reservations Agents.
- Luxury hotel or resort background preferred
- Understands the local culture and have worked in the region.
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