JOB DESCRIPTION / ROLE
Job Purpose
This position is responsible for overseeing the day-to-day operations of the Reservations office, contributing to exceptional results in guest, colleague, and owner/investor goals and outcomes.
Reservations Responsibilities
• Supervise Reservations Agent(s). Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
• Ensure information in any channel provided to guests is accurate and individualized.
• Coach agents in areas of up-selling, cross-selling, and ongoing skill set knowledge.
• 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.
• Assist in preparing daily, weekly, and monthly reports.
• Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing.
• Ensure smooth shift changes with proper pass-on to the next shift.
• Report any equipment failures/problems and repair requests to the Maintenance Department.
• Respond to inquiries about hotel products and services by telephone, fax, and email according to standard guidelines.
• Maintain complete knowledge of all food and beverage services, contents and preparation methods, outlets, and hotel services/features to promote its products and services.
• Coordinate and communicate with all other departments to ensure a smooth operation.
Team Management
• Interview, select, and recruit direct reports when necessary.
• Identify and develop team members with potential.
• Conduct performance reviews with the team.
• Constantly monitor team members' appearance, attitude, and degree of professionalism.
• Prepare detailed induction programs for new employees.
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets, and standards of service.
• Develop, conduct, and maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business.
Requirements:
Other Responsibilities• Be aware of the hotel fire and life safety/emergency procedures.
• Attend all briefings, meetings, and training as assigned by management.
• Maintain a high standard of personal appearance and hygiene at all times.
• Perform other reasonable duties assigned by management.
ABOUT THE COMPANY
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.