Supervisor, Reservation

To assist the Reservations Manager to maximize room revenue, occupancy and the average rate by utilizing Revenue and Yield Management techniques.

Job Summary:

To assist in setting up a focused and dedicated team this functions as per organizational standards. To ensure prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high team morale. To ensure that the department is dedicated to providing all guests a comfortable, pleasant and memorable experience during their stay. To project an image of courteousness and hospitality while handling guests. In addition to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention.

Key Duties and Responsibilities

• Provides prompt, courteous and efficient service to all guests, so as to achieve a high level of guest satisfaction.
• Directs and coordinates through reservation team, resort reservation activities for Tour Operators, Travel Agents and direct guests.
• Work closely with Reservations Manager and reviews all resort booking reports and current status.
• Follows up with Sales and Marketing team and Revenue Manager on bookings and forecasts.
• Ensures that Reservation’s Team answers and converts enquiries by phone or email into bookings (working towards the sales targets).
• Ensures that the Reservation’s team understands availability, global availability, and seasonal occupancy.
• Ensures that the Reservation’s team adheres to cancellation policies, allocations, stop sales and free sales.
• Maintains accurate data on the property management system.
• Verifies that Reservations Team sells the villas and to ensure no overbooking.
• Ensures proper flow of communication within the Department, with other Departments.
• Ensures that the Reservations Team replies to all faxes, emails, telephone calls and correspondences within 24 hours.
• Is prepared to work flexible hours and at weekends if required.
• Works closely with the Reservations Manager, to achieve set goals and objectives.
• Attends sales and marketing meetings where necessary.
• Maintains an exemplary standard of conduct and dress code.
• Ensures that all reservations are processed, as per resort Standards on the Property Management System.
• Ensures that the Reservations Team reads all reservation correspondence thoroughly, for Special Instructions / Requests and executes accordingly.
• Ensures that the reconfirmation procedure (60 days, 30 days, 15 days and 2 days prior to arrival) is followed to avoid No Shows.
• Investigates reasons for No Shows and last minute cancellations and approves the Retention Charges for all Cancellations and No Shows as per the Free Individual Traveller and Contract clauses.
• Ensures that all Free Individual Traveller reservations are guaranteed.
• Ensures that all rates are checked thoroughly and daily to avoid rebates.
• On a daily basis, to monitor the House Position and brief all concerned.
• Carefully monitors the Allotment and Freesale of Tour Operator’s and Contract Clauses as per the signed Contracts.
• Monitors the “Closed Out” dates carefully and ensures that “Closed Out” Status is sent to concerned sources, with the approval of Director of Sales & Marketing.
• Plans strategies for the low season and low dates with the General Manager, Director of Sales & Marketing and Revenue Manager.
• Ensures that the Reservation’s Team makes all efforts in selling, thus enabling revenue budgets are met.
• Prepares Monthly Reports.
• Actively elicits guest preferences and feedback regarding resort services and ensures action is initiated on the same to maximize guest satisfaction.
• Ensures that the room revenue is maximized through up selling within stipulated guidelines.
• Ensures immediate response to the Fire Alarm, as per resort standards and policies.
• Handles difficult situations effectively.
• Conducts behavioral and vocational training for the subordinates, in own and related work areas, to enhance skills and develop multi-functionality.
• Help to develop the reservation personnel’s overall knowledge of the Department activities and allocates goals and tasks.
• Adheres to all resort policies and standards.
• Shares knowledge and skills with the reservation team.
• Ensures that the reservation team follows Safety rules and operating procedures.
• Is aware of all the house rules, obeys them and assists in enforcing them on subordinates and colleagues.
• Conducts himself / herself in such a manner, so as to encourage all fellow Team Members to do likewise.
• Keeps the immediate superior, Reservations Manager, promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner, in accordance with established resort and company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other resort and company employees, to foster and promote a cooperative and harmonious working climate.
• Projects at all times, a favorable image of “The Reservation Department”, “One&Only Le Saint Géran” and “One&Only Resorts” to all.

About You

The ideal candidate should have at least a high school certificate. The candidate should have at least 5 years of experience in the same role in an international ultra-luxury resort. He/ She must be fluent in written and spoken English and French.  The ideal candidate should know Fidelio or Opera and be computer literate.