Reservation Supervisor

Your day-to-day

People

• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers

• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues

• Train colleagues to make sure they deliver with compliance and to the standards we expect

• Drive a great working environment for teams to thrive - linking up departments to create sense of one team

• Promote teamwork and quality service through daily communication and coordination with other departments

• Recommend or initiate any HR related actions where needed

• In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known

• Supervise and monitor Reservations team, ensure the team follows grooming standard and hotel policy

• Develop and maintain a regular pattern of sales calls

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

• Accept and follow up wait list reservations

  Financial

• Help create the department’s annual budget and the setting of departmental goals

• Monitor budget and control expenses with a focus on equipment and labour costs….

• Manage “no show” reservations and cancellations by investigation, recording and following up penalty charge

• Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks

• Manage allotments for Wholesales FIT

• Prepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.)

Guest Experience

• Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques

• Promote the Hotel’s (and IHG generally) products and services

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

• Prepare and execute action plans which increase reservation sales and associated business

• Maintain knowledge of special rates/ offers/ promotions

• Monitor upselling target and encourage team to yield more revenue

• Ensure arrivals/ VIP bookings must be checked carefully and well prepared prior to check in

Responsible Business 

• Attend groups meeting with Sales and Operation teams

• Monitor extranets of OTAs and TAs

• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety

• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done

• May assist with other duties as assigned by management

What we need from you?

1. Education: 
   Diploma or Vocational Certificate in Hotel Management, Business Administration, or related field

2. Service years in the field: 

   2 years related experience or one-year Reservations/ Front Office experience including supervisory experience, or an equivalent combination of education and experience

3. Service years in supervisor/manager level:   

4. Knowledge and skills: 

   Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company

   Problem solving, reasoning, motivating, organizational and training abilities

   Good listening, speaking, reading and writing skills

5. Language: Good English