Reservation Supervisor

Company Description

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​
Join us and become a Heartist®.

Job Description

1. Maintains complete knowledge of and complies with all departmental policies / service procedures /standards.

1. Maintains complete knowledge of correct maintenance and use of equipment. Uses equipment only as Intended.
2. Anticipates guests’ needs, responds promptly and acknowledges all guests, however busy and whatever time of day.
3. Maintains positive guest relations at all times.
4. Resolves guest complaints, ensuring guest satisfaction.
5. Monitors and maintains cleanliness, sanitation and organization of assigned work areas.
6. Maintains complete knowledge of:
7. All hotel facilities/services, hours of operation.
8. All guest room layouts, bed types, décor, appointments, and locations.
9. Room availability for any given day.
10. Restricted dates, rates and room types.
11. All room rates, packages and promotions.
12. Specific arrangements between hotel and travel agencies, corporate reservations center.
13. Entertainment/special events scheduled in the hotel.
14. Accesses all functions of the computer system.
15. Evaluates the staffing requirements and prepares work schedules weekly, adhering to budget goals.
16. Ensures that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
17. Documents any late or absent employees; maintains accurate and current employee records.
18. Schedules and assigns staff breaks.
19. Communicates anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
20. Legibly updates information board.
21. Ensures staff's knowledge of hotel services, features and amenities.
22. Prepares and communicates assignments to the staff. Assigns additional tasks as they    arise.
23. Responds to incoming calls.
24. Accesses and ensures that Reservation Agents properly access all functions of Reservations system.
25. Monitors and ensures that Reservations staff performs their job functions to the hotel's standards.
26. Monitors and ensures that all reservations (including manual) are input into the system.
27. Monitors reservations requested by fax, telex and mail.
28. Ensures guest history accounts are kept current.
29. Ensures advance deposits, refunds of such and confirmation of both are processed.
30. Monitors group reservation activity daily and communicates status with Sales Department. Follows up on tentative sales bookings with respective Sales Manager to update status.
31. Ensures group files are accurate and kept current.
32. Ensures that group requirements are entered from the sales booking sheet.
33. Processes change forms received from Sales after checking availability; resolves any discrepancies.
34. Ensures that group room blocks are released to general inventory after group's cut-off date or cancellation.
35. Ensures that rooming lists are input into the system.
36. Pre-blocks group rooms where special requests are made.
37. Assists Reservations staff whenever necessary in performing all job functions.
38. Conducts on job training program on the required job functions with criterion expected and department orientation for new hires. Conducts ongoing training with existing staff.
39. Works closely with other departments to effectively accommodate guests' special requests and amenities.
40. Communicates designated VIP reservations to the General Manager and department managers.
41. Works closely with the Front Desk Manager in determining the percentage for overbooking.
42. Reviews no-show reservations and processes charges. Tracks group no- show reservations and distributes it to Sales Department.
43. Compiles reports on no-show for future business forecasting.
44. Reviews master file activity report daily for accuracy of codes, rates and guest information.
45. Communicates room availability (particularly status changes on any date) to Reservations staff, Front Desk Manager and Corporate Reservations Center.
46. Reviews any reservations erroneously taken during restricted dates with individual responsible.
47. Reviews previous night's occupancy report and tracks for forecasting future business patterns.
48. Monitors wait list and determine priority of guests to be contacted for room availability.
49. Creates Travel Agent Master in computer.
50. Reviews Travel Agency Commission Report daily for accuracy; resolve any discrepancies.
51. Monitors system problems, maintain log of such and coordinates corrections with the service company representative.
52. Prepares work orders for maintenance repairs and distributes them to Engineering.
53. Maintains supply levels and legibly documents needs on a requisition.
54. Organizes and sets up office files on designated reference or resource information; keeps filing up-to date.
55. Prepares and distributes weekly/monthly/annual forecasts.
56. Prepares and submits daily/weekly payroll records.
57. Ensures that all pertinent information is documented in the log book daily.
58. Conducts performance appraisals of designated staff annually.
59. Attends designated meetings.
60. Reviews status of assignments and any follow-up action with on-coming Supervisor.
61. To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).
62. To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment.
63. To provide carrying chemicals safely, carrying, storing and using in accordance with laws, controlling reducing chemical dirtiness.
64. Carries out all responsibilities related to the quality management systems implemented at the facilities
65. Carries out all other duties assigned by managers and hotel management not specified in the job description.
66. Carry out all responsibilities related to Protection from pandemic disease & action response implemented at the facilities

Qualifications

​​​​​

• • Education: At least a high school or vocational diploma
  • Experience: One year’s experience as a Reservations Agent, preferably a style hotel.
  • Foreign Language: Fluency in English both verbal and non-verbal.
  • Courses and Training: Prior attendance in courses and seminars in the related field.
• • Computer Literacy: Compute basic arithmetic.
  •   Skills:   
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.
• Ascertain departmental training needs and provide such training.
• Direct performance of staff and follow up with corrections when needed.
• Ability to input and access information in the property management system/computers.
• Familiarity with yield management and forecasting.

Additional Information

2.23 Implement his responsibilities in order to eliminate and collect waste in a proper way,
reduce environmental pollution and harmful effects to the environment and lead to
staffs.
2.24 Provide carrying chemicals safely, carrying, storing and using in accordance with
laws, controlling reducing chemical dirtiness.
2.25 Carry out all responsibilities related to the quality management and food safety
management systems implemented at the facility.
2.26 Carry out all other duties assigned by managers and hotel management not specified
in the job description.