Reservation Supervisor

Hoiana Hotels

Quy mô :

Phòng Nhân Sự +84 (0) 235 626 3333 – Ext: 586075 Tay Son Tay Hamlet, Duy Hai Commune, Duy Xuyen District, Quang Nam Province, Vietnam

Theo dõi Nhà tuyển dụng này

Mô tả công việc

Job summary

• To assist Reservations Manager in the day to day functioning of the Reservations department and assist the reservations team.

• To assist Reservations Manager of ensures the smooth and efficient operations of Reservations department through prompt, effective and proper service to achieve room revenue target.

• Supervise job performance of reservation staff, implementing of policies and procedures, training and perform any other duties requested by Reservations Manager.

Essential duties and responsibilities

• To ensure guest satisfaction, anticipate and exceed guest expectations promptly.

• To ensure all guest needs are dealt with accurately and efficiently.

• To ensure all internal and external customers are treated with highest priority and respect.

Other standard responsibilities

• To be aware of the duty timings, arrive on shift 10 minutes prior to commencement of duty, update self on any important communication.

• To handle all incoming calls effectively with a professional and informative approach as per the Reservations call standards.

• To be fully aware of rate structure, packages structure, selling strategy, top accounts, guarantee or cancellation policy, forecast for the month and overall hotel budget.

• To ensure all reservations are entered in the PMS accurately with all records maintained.

• To be fully aware of all Events, Exhibitions, Conferences, Conventions and any other parameters influencing the hotel revenue positively or adversely.

• To keep yourself updated of the selling strategy and occupancy trend of the times ahead.

• Be aware of the Market Segmentation and Source of Business linkage to rate codes.

• Follow the procedure for correspondence check ensuring any errors if at all are eliminated and ensure all Interface bookings are updated with proper details.

• To ensure all correspondence is answered within the same day, prioritising the ones that have an urgent request.

• To identify any potential Company, Agency or event sales lead and pass on to the Reservation Manager in the appropriate format.

• To ensure that the reservations tray is cleared before leaving for the day.

• To keep an eye on the reservations team performance and control the day to day activities.

• To handle any customer or staff situation efficiently and relate all issues to the Reservation Manager.

• To be fully aware of the product, city, competitor hotels etc.

• To prepare department Duty Roster on monthly basis covering operational hours of the department as well cover the expected busy hours.

• To conduct weekly departmental trainings to ensure consistency for all staffs.

• To coach and guide new team members.

• To conduct daily team briefing in the absence of Reservation Manager and ensure all relevant details are communicated.

• To be able to alter the selling strategy as per the change in business demands.

• To keep work area tidy and clean at all time.

• To ensure all departmental equipment is well maintained.

• To be fully aware of the emergency procedures i.e. Fire, Power failure, Bomb threat, death and to have full knowledge of Health and Safety procedures.

• Shift work will be required to cover the operations of the Department.

• To be revenue oriented and recommend new ideas for efficient service.

• Complies to the company policies.

• Takes on other tasks in addition of the ones stated, in a reasonable framework.

• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

• Models the company’s culture, vision, mission and core values at all times

Quyền lợi được hưởng

  • Insurance
  • Training & Development
  • Accommodation - Hoiana Staff Village
  • Annual leave
  • Heath checkup
  • Employee shuttle bus service
  • Uniform

Yêu cầu công việc

• Polite, courteous, cheerful and helpful.

• Able to prioritise requests effectively.

• Able to deal with complaints in a calm and composed manner.

• Genuine interests in helping and resolving guests’ queries.

• Genuine interests in helping and resolving guests’ queries.

• Must be computer literate, knowledge of core hotel PMS and related software systems would be added advantage.

• Must be organised and structured.

• Must have high levels of initiative.

• Preferably with SPM qualifications

• At least one year experience in supervisory role for Reservations department of a reputable international hotels chain.

Yêu cầu hồ sơ

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Reservation Supervisor

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Hoiana Hotels

Địa chỉ: Tay Son Tay Hamlet, Duy Hai Commune, Duy Xuyen District, Quang Nam Province, Vietnam

Điện thoại: +84 (0) 235 626 3333 – Ext: 586079