Reservations Service Center Supervisor
4 weeks ago
Job Summary
As a Reservations Service Center Supervisor at Rosewood Abu Dhabi, you will be responsible for maintaining complete knowledge of and complying with all departmental policies, service procedures, and standards. You will ensure that standards are maintained at a superior level daily, anticipating guests' needs, responding promptly, and acknowledging all guests, however busy and whatever time of day. You will resolve guest complaints, ensuring guest satisfaction, and handle accommodation inquiries following Rosewood Brand's Standards and LQA guidelines. You will also control and manage room inventory following guidelines, advised by the Revenue Team, and correctly input information into Opera PMS to reflect the most accurate data for statistics and analysis purposes. Additionally, you will generate reservation confirmations, issue payment links, communicate with concerned departments, and understand and apply Revenue Management concepts to every Reservations task to ensure that the hotel's revenue is optimized and highest profitability is achieved. You will also supervise, coach, and provide appropriate guidance and trainings for team members, answer all incoming calls, and handle additional duties assigned by the Director of Revenue or Reservations Service Center Assistant Manager.
Key Responsibilities
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Ensure that standards are maintained at a superior level daily.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Handle accommodation inquiries following Rosewood Brand's Standards and LQA guidelines.
• Control and manage room inventory following guidelines, advised by the Revenue Team.
• Correctly input information into Opera PMS to reflect the most accurate data for statistics and analysis purposes.
• Generate reservation confirmations and ensure they are successfully sent to the bookers.
• Issue payment links for clients according to payment and guarantee policy of each reservation.
• Communicate to concerned departments on reservation details and special preferences, especially ones that require advance preparations.
• Understand and apply Revenue Management concepts to every Reservations task to ensure that the hotel's revenue is optimized and highest profitability is achieved.
• Supervise, coach, and provide appropriate guidance and trainings for team members.
• Answer all incoming calls, including internal and external, in accordance to Rosewood Brand's Standards, and LQA telephone etiquette.
• Assist in reporting telephone equipment or service complaints and problems.
• Handle additional duties assigned by the Director of Revenue or Reservations Service Center Assistant Manager.
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