RESERVATION SUPERVISOR
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Description Ensure that all Group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. To assist the FOM in managing the department’s day to day activities.
Responsibilities Review group blocks for cutoff date extensions and ensuring the group blocks are created and monitored correctly prior, during, and post the groups dates.
Attend weekly cover sheets meeting
Run group arrivals lists daily for future arrival dates, and no-show reports daily.
Check for duplicate reservations — by calling all multiple same name reservations to ensure accuracy of guest names, and any special requests.
Check for group reservation errors — and contact caller of the reservation or group contact accordingly to obtain and verify information.
Report to the FOM
Work with the Convention Service Manager and Group Clients with group rooming lists, reservation changes, and group billing — according to contract and email history.
Monitor room type availability daily.
Monitor non-guaranteed reservations daily and contact caller of reservation if needed. You will be responsible for canceling the reservation when required.
Ensure all reservations have correct billing, and all other necessary information.
Complete competition rate analysis as needed.
Take in-house reservations calls from customers and agents requesting on property assistance or all other calls pertaining to room reservations.
Monitor Internet bookings, availability, and billing.
Assist in completing all VIP and internal reservations, communicating any issues to the FOM / Front Desk Supervisor.
Assist in completing all email reservations.
Qualifications Knowledge of hotel customer service standards
Previous experience in a Hotel Customer Service / Reservations (strongly preferred)
Experience With PMS (strongly Preferred) Proficient computer skills on Microsoft Office, Excel, and Word
Excellent and professional communication skills
Highly detailed, and able to maintain excellent organizational skills — while working in a fast-paced environment.
Ability to multi-task while working on future groups.
Qualifications Behaviors
- Team Player: Works well as a member of a group (Preferred)
- Loyal: Shows firm and constant support to a cause (Preferred)
- Functional Expert: Considered a thought leader on a subject (Preferred)
- Leader: Inspires teammates to follow them (Preferred)
- Enthusiastic: Shows intense and eager enjoyment and interest (Preferred)
- Innovative: Consistently introduces new ideas and demonstrates original thinking (Preferred)
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well (Preferred)
- Dedicated: Devoted to a task or purpose with loyalty or integrity (Preferred)
Motivations
- Preferred Self-Starter: Inspired to perform without outside help
- Preferred Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
- Preferred Goal Completion: Inspired to perform well by the completion of tasks
- Preferred Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Preferred Financial: Inspired to perform well by monetary reimbursement
- Preferred Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business
- Preferred Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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