[NOVOTEL PHU QUOC RESORT] Resavation Supervisor - Giám sát Đặt phòng

Reservations Responsibilities
• Provide supervision to Reservations Staff. Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
• Ensure information 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 & repair requests to Maintenance Department
• Respond to enquiries about hotel products and services by telephone, fax and email according to standard guidelines
• Maintain complete knowledge of all food & beverage services, contents & 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
• Identify and develop team members with potential
• Conduct performance review 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 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
Other Responsibilities
• Be aware of the hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the assigned by the Management