Supervisor, Reservation Services

• To contribute to the efficient and flawless day-to-day operation of the reservation sales office.

• Support management and departmental directions and work to achieve incremental sales.

• Assists reservation manager to implement processes and procedures to enhance both tools for increasing revenues and quality of the reservation process.

• Assist to manage the reservation sales team to meet department goals relating to company operating profits, guest satisfaction, up-selling targets as directed by the director of marketing.

Duties may include but are not limited to:

• To have a comprehensive and in-depth knowledge of the cluster hotels' products, including room types, rates, relative features and facilities, food and beverage outlets/promotions.
• Keep up to date and communicate hotel marketing directions and promotions.
• Be fully aware at all times of the selling strategy, rates, and booking status of the hotels and ensure timely and accurate communication of this to all concerned departments.
• Attend daily briefing in the absence of the reservation manager.
• Ensure correct and consistent workflow in the reservation office and be actively involved in ensuring quality controls with both external and internal clients.
• Have good level of expertise and understanding of inventory management.
• To be able to read and understand all reservation reports and forecasts.
• Be fully aware of and adhere to all the hotels safety and security policies.
• Attend and initiate training sessions and meetings as required.
• Perform any reasonable task as requested by management.
• Assist with the reduction of abandoned call ratios of incoming call volumes.
• Help managing incentive programs initiated, promote up-selling effort in the department, and be coach and counselor for up selling techniques.
• Able to manage inventory restrictions when required.
• Have daily communications with director of sales and director of marketing and advice when room inventory is low so that restrictions or rooms authorize is amended.
• Continually monitor the room inventory status of the hotel.
• Assist in implementing training programs for reservation sales agents.
• Be actively involved working towards achieving goals and encourage total team effort to meet targets.
• Assist reservation manager, director of sales, director of marketing to conduct competition / shop surveys on a regular basis in order to keep abreast of competition pricing / package special corporate.
• Keep abreast of any up and coming events which may affect occupancy.
• Work towards achieving goals and encourage total team effort to meet targets.
• Communicates clearly and professionally both verbally and in writing. Chooses the appropriate vehicle and tone most appropriate for the message to be delivered.
• Participate in monthly department meeting.
• Manage travel agency commissions.
• Work closely with sales and event management on the maintenance of group blocks.
• Work closely with front office manager on a same day strategy, when the hotel faces a potential sell out.
• Help identify and resolve any operational/systems problems and challenges in order to ensure effective workflow in the reservation sales office.

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