Reservations Supervisor

Job description / Role

Key tasks
Overview of duties
- Be aware of the hotel product, rates, packages and promotions.
- Maintain knowledge of and access all functions of the computer and manual systems.
- Process all reservation queries, changes and cancellations received by phone, facsimile, e-mail, internally and through corporate reservations.

Customer relations
- Efficiently and promptly establishing the correspondence service to guest inquiries.
- Ensure that the guests' visas are accurately processed and coordinate with visa officer.
- Full knowledge of the hotel facilities and activities.
- Oversees the daily movement of guest activities and able to resolve guest complaints and to establish an amicable relation with clients and customers of the hotel.

Professional techniques / Production
- Sort all the correspondence in the order of priority and process the reservation to the set standard
- Input, modify or cancel phone reservations into the system directly and file accordingly
- Access the GDS / CRS / Internet regularly and input these reservations into the system
- Ensure that all the reservation requests are processed and confirmation and or cancellation letters, faxes or e-mails are sent out within 24 hour period.
- File all correspondence in a chronological and alphabetical order on a daily basis.
- Check all the reservations for the next days arrival and ensure that all the pertinent information regarding the stay and special requests are being fulfilled.
- Acquaint self with regular callers and acknowledge them by name.
- Answer complaints regarding reservation and refer any problems to the Assistant Reservations Manager and / or FOM.
- Answer inquiries and / or promote hotel services and facilities. Answer questions on rates and room type availability.
- Ascertain callers needs though open ended questions and try to sell higher yield rooms.
- Use the correct guest history when making a reservation.
- Remain up to date with all the new promotions for the hotel as well as the ACCOR Group.
- Refer to the Credit Manager if credit facilities are required.
- Obtain approval from the Front Desk for same day reservation or on near sell-out dates.
- Refer requests for extension or change of payment for in-house guests to Front Desk.
- Perform any other duties that may be assigned from time to time by the management.

Requirements

Skills
- Level of Education Vocational education Areas of study Marketing Professional experiences 3 to 5 years Languages essential English

Education / Professional experience
- Vocational qualification in Reservations and/or any initial training, as long as the person is highly motivated by the sector and that his/her level of commitment and skills have been validated
- National language and business English

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.