Reservation Supervisor

The Reservations Supervisor is responsible for helping to run the Reservation Department. He/She coordinates the department and oversees individual training. He/She directs the department in selling rooms. He/She also manages inventory to maximize transient sales.

Duties and Responsibilities:

• Act as a main resource for reservation agents needing assistance or about achieving customer satisfaction.
• Ensure the reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc.
• Respond to all guest reservation requests and execute prompt, courteous, and accurate guest service at all times.
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
• Assists and update group rooming lists and special requests
• Maintains a clean and organized work area. 
• Attends all scheduled meetings as required with HOD’s or Sales team.
• Create and manage rates and packages configured on the Hotel PMS.
• Track all reservations picked up from all Online channels
• If there are failed reservations, update the PMS and then process those reservations manually.
• Coordinate with the Revenue Manager, for any availability, rate, or booking integration issues.
• Update No-shows and cancellations on all OTAs without fail to avoid any unwanted commissions.
• Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations.
• Handles any request for amenities or transportation promptly and accurately.
• Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival
• All reservation modifications are updated on the PMS immediately and accurately in case of any changes.
• Check forecasting reports based on statistics codes (Market, Source, Rate Code, etc.), reservations that are wrongly tagged should be amended.
• Train newly recruited reservation staff in taking reservations, telephone etiquettes, and reservation modules on hotel software, and processing emails.
• Determine work procedures, prepare work schedules, assign duties, and expedite workflow for reservation agents.

• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
• Answer guest inquiries about hotel services, dining, entertainment, etc.

•  Verify if each reservation request is processed as per the hotel standards and without delay.
•  Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
• Assist Finance to process retentions, no-shows, and cancellations as per the hotel policy and procedures.

• Monitor all Tentative / Non-Guaranteed bookings entered on the system and follow up done for deposits/guarantees per hotel policy
• Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc.

• Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting, and forecasting purposes.

•  Receive contracts detailing room allotments and create allotments on the PMS if needed.

•  Ensure that Guest service agents at the front desk are also trained on reservations and checking hotel availability.
• Ensure deposit payment is taken in advance for all pay-at-hotel reservations eg: Direct reservations, OTA’s (Booking.com, Expedia, Brand.com etc.)

•  Manage all aspects of the reservation department in the absence of a Reservation Manager.