Senior Reservations Supervisor

at  Mercure Hotel Suites Apartments

JOB SUMMARY:

The Senior Reservations Supervisor is responsible for overseeing the day-to-day operations of the reservations department, ensuring efficient and accurate booking processes for the hotel or resort. The role involves managing a team of reservations agents, handling high-level customer inquiries, and ensuring exceptional service standards are met. The Senior Reservations Supervisor also plays a critical role in maximizing room occupancy and revenue through effective reservation strategies.

QUALIFICATIONS AND SKILLS:

• Experience:
• Minimum of 3-5 years of experience in a reservations department, with at least 1-2 years in a supervisory role.
• Prior experience in hotel or resort reservations management is preferred.
• Skills:
• Strong knowledge of property management systems (PMS) and reservation systems.
• Excellent organizational and multitasking abilities.
• Exceptional communication and interpersonal skills.
• Strong attention to detail and problem-solving skills.
• Ability to handle stressful situations and make quick decisions.
• Education:
• A degree in Hospitality Management or a related field is preferred, though equivalent experience is also acceptable.
• Other Requirements:
• Ability to work flexible hours, including weekends and holidays.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Fluency in English, both written and spoken (additional languages are a plus).

• Team Supervision and Training:
• Supervise and lead a team of reservations agents, providing guidance, training, and performance management.
• Ensure team members are well-trained on the reservation system, policies, and customer service standards.
• Conduct regular team meetings to discuss challenges, updates, and best practices.
• Reservations Management:
• Oversee daily reservation operations, ensuring all reservations are entered into the system accurately and promptly.
• Monitor room availability and manage overbooking situations when necessary, ensuring proper coordination with the Front Desk and Revenue Management teams.
• Handle complex or VIP reservations and special requests, ensuring they are addressed appropriately.
• Ensure reservations are processed efficiently, maintaining high levels of guest satisfaction and revenue maximization.
• Customer Service:
• Respond to guest inquiries regarding room availability, rates, and services, offering personalized recommendations when required.
• Resolve any reservation-related issues or complaints, ensuring a high level of customer satisfaction.
• Build and maintain relationships with guests by providing exceptional service and anticipating their needs.
• Revenue Management and Reporting:
• Assist in managing room rates, availability, and inventory based on demand and occupancy forecasts.
• Collaborate with the Revenue Manager to implement strategies for maximizing room occupancy and revenue.
• Monitor and report reservation trends, booking patterns, and occupancy statistics to senior management.
• Administrative Duties:
• Prepare and maintain reports on reservations, cancellations, no-shows, and occupancy.
• Maintain accurate guest records and update reservation details as necessary.
• Oversee the reservation system and ensure all information is entered correctly, addressing any system issues when needed.
• Collaboration:
• Liaise with other departments (e.g., Front Desk, Housekeeping, Sales) to ensure smooth communication and operations.
• Work closely with the Sales and Marketing teams to ensure promotions and packages are well integrated into the reservation system.