Reservations Supervisor

To oversee day-to-day operations of the Reservations office, contributing to exceptional results in Guest, Colleague and Owner/Investor goals and outcomes.

General

• Builds a motivated and skilled team, leads by example and instils a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programmes
• Actively plans and manages the career development of every employee through effective coaching, training and by instilling company values; is concerned for employees' continuous development and personal growth
• Organizes and manages the department in accordance with company philosophy and policies, maximizing efficiency and productivity and achieving established goals; promotes harmony between departments
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
• Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals
• Prepares annual plans and forecasts, consistently monitors and manages budgetary goals.
• Maintain a professional appearance at all times and to conduct personal behaviour in a mature professional business manner when representing the resort or company.
• Maintains an organized administration of departmental and personnel records, including rostering and leave planning 
• Ensures employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook
• Conducts daily briefing and monthly departmental meeting (in the absence of the Department Head) and participates in meetings when invited
• Provides regular and fair performance feedback to employees and immediate supervisor, formally and informally as appropriate
• Is seen as a hands-on leader, assists employees in crunch times; Walks the talk
• Proposes personal goals and objectives based on self-analysis of strengths and weaknesses; achieves agreed goals
• Actively participates in the mentoring program when enrolled
• Maintains a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply and takes appropriate action
• Promotes and ensures a safe working environment
• Performs any cognate duties as assigned

Departmental

• Answer the telephones professionally and in a manner, including transferring and routing misdirected calls and taking messages at any given time.
• Process WRO, TRUST, FIT and internal reservations, management reservations, reservations from the Central Reservations System, GRC, employee complimentary requests, rooming lists, group blocks, travel agent discounts, e-mails and faxes.
• Provide supervision, training, direction and leadership to Reservations Agent, including scheduling, performance management and department planning
• Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
• Assist in preparing daily, weekly and monthly reports.
• Understand Revenue Management strategies, sell levels and sell directed rates and apply these methods to the sale of available hotel inventory.
• Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing.
• Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge and call management in a professional, helpful manner.
• Lead by example in fostering positive employee relations and demonstrating core values.
• Ensure information provided to guests is accurate and individualized.
• Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized. 
• Ensure smooth shift changes with proper pass-on to the next shift.
• Develop and maintain training manual for Reservations.
• Report any equipment failures/problems & repair requests to Maintenance Department.
• Cooperate and coordinate teamwork with other departments
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.  Providing accurate and individualized information to the guests.
• Respond according to the crisis management plan to any resort emergency or safety situation.
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EMBARK.