Job Description

JOB OVERVIEW The Reservation Supervisor is responsible for fulfilling reservation requests based on room availability and guest\xe2\x80\x99s preferences, handling correspondence, sending confirmation emails, verifying guest\xe2\x80\x99s information, collecting payments, promoting hotel facilities, answering to customer inquiries.

DUTIES AND RESPONSIBILITIES Financial Returns:

• Promote the products and services using and suggestive selling techniques Holiday Inn Express.

• Prepare and execute action plans to increase reservation sales and associated business.

• Record special billing arrangements for individuals, groups and conventions.

• Liaise with Director of Sales, Room Division Manager or Finance Manager for all reservations requiring credit approval.

• Liaise with Director of Sales on all reservations and work closely with Revenue Team for optimization of ADR and occupancy.

• Attend sales events, meetings and training sessions as required.

• Promote the Hotel\xe2\x80\x99s (and IHG generally) products and services.

• Maintain a high level of product and service knowledge about all IHG Hotels in your region.

• Develop and maintain a regular pattern of reservations.

• Accept wait list reservations.

• Record and process reservations made by phone/fax/email.

• Maintain knowledge of special rates/ offers/ promotions.

• Demonstrate awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.

• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.

• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.

• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.

• Log security incidents and accidents in accordance with hotel requirements.
  

• Create and manage group bookings and ensure details are input into system.

• Ensure all reservation confirmation are sent within 24 hours from the day email is received.

• Process amendments to reservations such as extensions, early departures, special guest requests, etc.

• Manage \xe2\x80\x9cno show\xe2\x80\x9d reservations by investigation and recording of same.

• Monitor reservation levels and inform Director of Sales, hotel team of current and future occupancy rates.

• Prepare reservation sales reports.

• Ensure inventory is balanced minimum 3 times a day and forward 10 days

• Handle all queries and communication through the Reservation and Info emails.

• Reply to all guest enquiries on Online travel agent platforms.

• Ensure all bookings flow through and interfaced with hotel systems.

• Maintain filing systems (manual and electronic) and management of data base.

• Degree/Diploma in Hotel Management or Business Administration or equivalent

• 2 years\xe2\x80\x99 related experience including some supervisory training

• A positive and keen to learn attitude

• Must be proficient in written and spoken English and with good communication skills