Group Reservations Supervisor

at  Pan Pacific Vancouver

QUALIFICATIONS AND TECHNICAL EXPERIENCE

• 5 years of hotel experience, in Group Reservations.
• Knowledge of Opera PMS, and knowledge of group rooming lists & blocks.
• Knowledge of selling skills and the demonstrated ability to upsell is required.
• Computer Skills - Demonstrated proficiency at an intermediate level in Microsoft Office Suite, including email, internet and data base applications.
• Advance experience at Passkey, Opera, ORA, Siteminder, SynXis, IDeaS
• Working knowledge of Revenue Management reporting tools like Demand 360, OTA Insight, Agency 360
• High-volume telephone calls experience an asset.
• Proven written and verbal communication skills with demonstrated experience in producing professional documents and communications.
• Ability to handle conflict resolution.

THE KEY RESPONSIBILITIES OF THE GROUP RESERVATIONS SUPERVISOR INCLUDE BUT ARE NOT LIMITED TO:

• Lead Group Reservations Coordinators. Assign groups to coordinators and oversee all group activity in the department. Be responsible for deliverables as a Groups team.
• Review daily group changes, no-shows and advise Revenue team accordingly.
• Assist with recruitment, training, monitoring individual coordinators’ performance, as well as coach and counsel as required. Contribute to and participate in performance reviews.
• Enter group rooming lists into the hotel’s property management system with accuracy, assign rooms and special requests.
• Generate daily group arrivals lists to review, check reservations for accuracy and adjust as needed.
• Work closely with Finance to ensure all billing is set up correctly in the hotel’s property management system. Prepare invoices, post charges to guests’ and clients’ credit cards or House accounts, and send statements of charges where required.
• Review VIP guest accounts to ensure all necessary information is noted (professional title, company, requests/preferences, room upgrades, etc.).
• Set up booking platforms for guests through the Passkey online reservations system. This includes inputting and constantly maintaining inventory, rates, and policies, and ensuring they match the hotel’s property management system.
• Balance general hotel inventory on high compression dates.
• Prepare a weekly pickup report to determine the availability of rooms within all group blocks. Attend a subsequent weekly interdepartmental meeting to discuss.
• Act as the lead team contact for Sales and Catering team.
• Establish initial contact with client at file turnover. Build and maintain a relationship with them up to arrival for all matters pertaining to room usage. Send pick-up reports as requested (to indicate rooms available within group block), enter rooming lists and manage changes to/cancellation of attendee reservations, special requests etc.
• Answer clients’ and guests’ queries about the services available to them in the hotel/ city and offering to further assist them (with spa reservations, restaurant bookings, airport transportation, etc.).
• Prepare informational documents (known as Group Resumes) and submit them to all concerned departments including Front Desk, Bell Services, Housekeeping, Accounting, and Food and Beverage Outlets.
• Maintain constant communication with hotel Sales, Catering, Front Desk, Accounting, and Reservations Departments to ensure contract terms, contract dates, and any other pertinent information is known and adhered to.
• Under the guidance of Reservations Manager ensure smooth running of the departmental operation.
• Assist the Individual Reservations department as required. This includes: Responding to individual reservation queries from prospective hotel guests (by phone, email etc.), providing details of vacancies, policies, and rates, collecting and inputting reservation data and guests’ details into the hotel’s property management system, and reviewing and sending written confirmations.
• Assist Reservations Manager with month end reporting and OTA reconciliation.
• Load corporate and negotiated rates / promotions when needed.
• Assist with Tour duties.
• Assist with training, onboarding and daily guidance to Reservations Agents.
• Manage guests’ and clients’ complaints (and escalate them to the appropriate manager if necessary).
• In the absence of Reservations Manager, monitor sales and open / close house (or room types, or specific rate plans) to maximize revenue.
• In the absence of the Reservations Manager, assist with scheduling based on business volume.
• Understand the departmental need to and be willing to-work in other related departments during peak periods as required (e.g.: Switchboard, Front Desk).
• Attend and participate in departmental meetings.
• Perform Group administration responsibilities as assigned.
• Perform other related duties as required.