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Job Summary
Duties:Supports the Reservations Manager to ensure the smooth running of the day-to-day reservations department operations, where all aspects of the guest journey and experience are delivered to the highest level.
Supervises, coach and mentors the reservations team fostering a culture of growth, development, and performance within the department.
Works proactively to improve guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution.
Supports the team to ensure objectives and reservations initiatives & hotel targets are achieved.
Builds and maintains effective working relationships with all key stakeholders.
Assist to ensure adherence and compliance to all legislation where due diligence requirements and best practice activities are planned, delivered, and documented
Assist and in the absence of the Reservations Manager to supervise the handling of inquiries via phone, email, and online channels, ensuring prompt, accurate confirmation of bookings
Assist with the compilation and generation of daily reports
Collaborate with other hotel departments, including front office, sales and marketing, to ensure personalised guest experience from booking to check-out
Requirements:
Hospitality Qualification preferred
At least 2 years’ experience in the capacity of Reservations Supervisor within a 4/5 * hotel reservations environment
Demonstrated experience working within a high-volume client and revenue conversion base
Ability to supervise, coach and mentor a team with a hands-on approach and lead-by-example work style.
Professional, positive, confident and calm demeanour with friendly attitude
Proficiency in Property Management Systems (PMS) like Opera and of Microsoft Office Suite packages (Word, Excel & PowerPoint)
Leadership and team management and development capability skills
Ability to multitask and thrive within a fast paced pressurized and team orientated environment
High attention to detail and operational discipline
Ability to manage conflict and challenging situations with respect and confidence
Strong leadership abilities with a guest – centric approach
Personal integrity, with the ability to work in an environment that demands excellence, time and energy
Ability to analyse market trends to make pricing decisions
Strong Communication skills: Strong interpersonal skills for client negotiation and team management
Strong Administrative, planning , organizing and attention to detail skills
Ability to prioritize tasks, and handle multiple requests
Customer-focused mindset with a proactive approach to service
Strong attention to detail and efficiency pertaining to area of responsibility
Excellent telephone and email etiquette
Flexibility to work as per operational requirements as and when required
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