Reservations Supervisor
3 weeks ago
Company Description
Sofitel Al Hamra Beach Resort
Job Description
- To supervise all incoming and outgoing room reservation requests and make sure they are attended to as per the hotel standards and procedures.
- To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and increase revenue
- To recognize potential clients and to transmit information to the Sales Department.
- To recognize a VIP guest and to apply the concerned policies.
- To maintain a good commercial relationship with all the bookers: guest/company/agencies.
- To promote the Accor loyalty programs and the Hotel promotions.
- To respect the privacy of the guest and the confidentiality of the information.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- To Supervise and report all the guest comments or complaints.
- To call the manager for advice in serious cases or if an approval is required.
- To ensure that the telephone etiquettes are properly used as per Sofitel Standards.
- To ensure a perfect knowledge of room type and rate structure among the Reservation team.
- To ensure the accuracy of all booking information entered in the PMS.
- To supervise that the Guest History is accurately maintained.
- To ensure a perfect knowledge of the hotel configuration and products among the team members.
- To achieve Quality Tools Yield Management performance with reservations team.
- To know the competitors and to gather information about their activities and sales.
- To provide updated reports and statistics to the management and other departments.
- To follow up availability and rates charts on TARS and other booking systems/channels.
- To maintain database for ATACS follow up.
- To supervise daily check-list.
- To fulfill administrative task and filling.
- To ensure a proper use and maintenance of reservation communication system
- (Telephone, fax-mail).
- To supervise that the key Handling procedures are respected.
- To supervise that the emergency and security procedures are respected.
- To supervise that the lost & found procedures are respected.
- To read and update logbooks
- To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly
- To maintain a clean and tidy working area all times
- To share daily activity highlights with the manager including internal and external guest opportunities
- To maintain an atmosphere of high morale and a happy working relationship among the team.
- To be updated with latest administrative, organizational, operational or the other
- To respect schedules, terms and deadlines as agreed with the Management.
- To conduct/attend a daily line up briefing with the reservation team.
- To support reception training in reservation techniques and procedures.
- To carry out special projects according to the assignments.
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