giám sát đặt phòng Reservations supervisor

 Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
 Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
 Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
 Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
 Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.
 Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
 Assists and prepare in groups pre-arrival process and also preparing group rooming lists.
 Maintains a clean and organized work area.
 Attends all scheduled meetings as required with HOD's or Sales team.
 Create and manage rates and packages configured on the Hotel software.
 Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.
 If there are failed reservations to update the Hotel software then process those reservations manually.
 Co-ordinate with software vendors for any availability, rate or booking integration issues.
 Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.
 Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.
 Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
 Adjust rates according to suggestions from Yield or Revenue management systems.
 Verify all reservations taken on the reservation forms are updated on the PMS without fail.
 Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
 Verify if each reservation requests are processed as per the hotel standards and without delay.
 Verify if reservation confirmation letters are send for all processed bookings within the stipulated time.
 Process retentions, no-show and cancellations as per the hotel policy and procedures.
 Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
 Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.
 Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
 Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.
 Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
 All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
 Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.
 Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas.
 Ensure acceptable service levels and all statistical reports are sought and maintained.
 Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.
 Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
 Receive contracts detailing room allotments and creates allotments on the hotel management system.
 Train newly recruited reservation staff in taking reservations, telephone etiquettes , reservation module on hotel software and processing emails.
 Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.
 Ensure deposit payment is taken in advance for all pay at hotel reservations eg: Direct reservation, OTA's (Booking.com, Orbitz, Expedia etc.)
 Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents.
 Manage all aspects of reservation department in the absence of reservation manager.
Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
 Gives personal attention, takes personal responsibility and uses teamwork when providing guest
service
 Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
 Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
 Performs other duties as required to provide the service brand behaviour
 Be courteous, friendly, and helpful to guests, mangers, and fellow employees.