Reservations Supervisor

Job Description

SCOPEThe incumbent of this position is responsible for the efficient functioning of the Reservations department.OVERALL OBJECTIVESThe job of Reservations Supervisor is executed satisfactorily when:

• Reservation standards are implemented and complied to.
  • All relevant data is entered in the systems in a timely and accurate manner
  • Data is reviewed and analyzed on an ongoing basis
• The department number two is fully able to manage all daily tasks, and can manage all aspects of reservations (cut off dates, rooming lists, guest complaints).
• Direct reports have a career plan.
• All inventory (transient, group, wholesale allotments and other) and pricing strategy in all distribution channels including branded web, 3rd party sites and the GDS are effectively managed.
• All distribution channels are returning appropriate availability and pricing for the following 365 days.
• New Revenue Management tools are being used, including IDeaS where applicable, Channel Manager, Opera, and any new/similar tools or reports.
• The Sales team is trained on the effective use of Opera to improve profitability of group bookings where applicable.
• All WebEx sessions organized by Corporate are attended (unless valid business reasons).
• Receipt of any email request is acknowledged within a maximum of 48 hours

• Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
• Train, develop, and motivate staff to increase productivity.
• Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients satisfaction and adherence to Kempinski service standards.
• Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Review MyFidelio, OCM & PMS availability keeping sufficient inventory for high yield segments.
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
• Ensure all internal package breakdowns are loaded and in line with financial department.
• Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents commissions, staff responses to clients, etc.
• Control no show and late cancellation charges.
• Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
• Ensure that the team is aware of the internal credit policy.
• Follow up on lost business and bring information about them to the knowledge of the department superiors.
• Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
• Spot-check reservations made the previous day and check all VIP arrivals.
• Prepare reports on a monthly basis.
• Maintain all reservation standards.
• Keep department informed of all changes in systems or procedures.
• Monitor reservation pick-up for the coming months.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Test calls LQA / IFH results > 85%.
• Maintain an internal up sell programme for the Reservations department (benefits / team competition).
• Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
• Select and recruit suitable employees for the department using prescribed set of policies and procedures.
• Conduct annual performance evaluations.
• Perform any other duties as assigned by the management.

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