Supervise, train, schedule and evaluate Reservation Agents, ensuring that all procedures are performed to the hotel's standards.
Assist where necessary to ensure optimum service to guests, visitors and other departments.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of:
All hotel facilities/services, hours of operation.
All guest room layouts, bed types, décor, appointments, and locations.
Room availability for any given day.
Restricted dates, rates and room types.
All room rates, packages and promotions.
Specific arrangements between hotel and travel agencies, corporate reservations center.
Entertainment/special events scheduled in the hotel.
Access all functions of the computer system.
Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
Document any late or absent employees; maintain accurate and current employee records.
Schedule and assign staff breaks.
Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
Ensure staff's knowledge of hotel services, features and amenities.
Prepare and communicate assignments to the staff.
Assign additional tasks as they arise.
Respond to incoming calls.
Access and ensure that Reservation Agents properly access all functions of Reservations system.
Monitor and ensure that Reservations staff performs their job functions to the hotel's standards.
Monitor and ensure that all reservations (including manual) are input into the system.
Monitor reservations requested by fax, telex and mail.
Ensure guest history accounts are kept current.
Ensure advance deposits, refunds of such and confirmations of both are processed.
Monitor group reservation activity daily and communicate status with Sales Department.
Follow up on tentative sales bookings with respective Sales Manager to update status.
Ensure group files are accurate and kept current.
Ensure that group requirements are entered from the sales booking sheet.
Process change forms received from Sales after checking availability; resolve any discrepancies.
Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation.
Ensure that rooming lists are input into the system.
Pre-block group rooms where special requests are made.
Assist Reservations staff whenever necessary in performing all job functions.
Conduct a once a week formal training program on the required job functions with criterion expected and department orientation with new hires.
Conduct ongoing training with existing staff.
Work closely with other departments to effectively accommodate guests' special requests and amenities.
Communicate designated VIP reservations to the General Manager and department managers.
Work closely with the Front Desk Manager in determining the percentage for overbooking.
Review no-show reservations and process charges.
Track group no- show reservations and distribute to Sales Department.
Compile reports on no-show for future business forecasting.
Review master file activity report daily for accuracy of codes, rates and guest information.
Communicate room availability (particularly status changes on any date) to Reservations staff, Front Desk Manager and Corporate Reservations Center.
Review any reservations erroneously taken during restricted dates with individual responsible.
Review previous night's occupancy report and track for forecasting future business patterns.
Monitor wait list and determine priority of guests to be contacted for room availability.
Review Travel Agency Commission Report daily for accuracy; resolve any discrepancies.
Monitor system problems, maintain log of such and coordinate corrections with the service company representative.
Organize and set up office files on designated reference or resource information; keep filing up-to-date.
Prepare and distribute weekly/monthly/annual forecasts.
Prepare and submit daily/weekly payroll records.
Conduct performance appraisals of designated staff.
Attend designated meetings.
Review status of assignments and any follow-up action with on-coming Supervisor.
Must have extensive experience with Springer Miller system.
High school graduate or equivalent vocational training certificate, some college.
2 year supervisory experience in a Reservations Department, preferably a 4 star hotel.
Fluency in English both verbal and non-verbal.
Ability to input and access information in the property management system/computers.
Compute basic arithmetic.
Familiarity with yield management and forecasting.
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
follow directions thoroughly.
understand guest’s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent hotel data.
ascertain departmental training needs and provide such training.
direct performance of staff and follow up with corrections when needed.