Reservation Supervisor

  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