Reservations Supervisor

Job Description: Reservation Supervisor

Job Description:


Responsibilities:

1. Supervise room reservation requests, ensuring adherence to hotel standards.
2. Attract and retain guests through effective communication and sales skills.
3. Recognize potential clients and transmit information to the Sales Department.
4. Identify and apply policies for VIP guests.
5. Maintain good commercial relationships with guest/company/agencies bookers.
6. Promote Accor loyalty programs and hotel promotions.
7. Respect guest privacy and confidentiality.
8. Manage guest complaints professionally, ensuring resolution and recording.
9. Supervise and report all guest comments or complaints.
10. Use telephone etiquette as per Sofitel Standards.
11. Ensure a perfect knowledge of room types and rate structure within the Reservation team.
12. Ensure accuracy of all booking information entered in the PMS.
13. Supervise the accurate maintenance of Guest History.
14. Ensure a perfect knowledge of hotel configuration and products among team members.
15. Achieve Quality Tools Yield Management performance with the reservations team.
16. Stay informed about competitors and gather information about their activities and sales.
17. Provide updated reports and statistics to management and other departments.
18. Follow up availability and rates charts on booking systems/channels.
19. Maintain the ATACS follow-up database.
20. Supervise daily checklists and fulfill administrative tasks.
21. Ensure proper use and maintenance of reservation communication systems.
22. Supervise key handling procedures, emergency and security procedures, and lost & found procedures.
23. Read and update logbooks regularly.
24. Maintain appropriate stock levels for smooth reservations operations and initiate requisitions.
25. Maintain a clean and tidy working area.
26. Share daily activity highlights with the manager, including internal and external guest opportunities.
27. Maintain a positive working relationship and high morale within the team.
28. Stay updated with the latest administrative, organizational, and operational changes and news.
29. Respect schedules, terms, and deadlines agreed with management.
30. Conduct/attend a daily line-up briefing with the reservation team.
31. Support reception training in reservation techniques and procedures.
32. Carry out special projects according to assignments.