Reservation Supervisor

Reservation Supervisor

**Job Profile**

Direct Reports: Rooms Division Manager

Financial The Reservations Supervisor is responsible for ensuring that the reservations
Accountability team achieves or exceeds monthly sales targets.

**Role Overview**
Supervises the reservation functions for SNH properties ensuring all reservations

Purpose: are process in a pleasant, professional and efficient manner.

Achieving customer satisfaction and room revenue goals while taking guests through the booking process. Assist the Rooms Division Manager
/ Asst. FOM with budgeting, forecasting, retaining and developing reservations and customer service employees.
Internal

Communication: Front Office team members / Sales Team

External

Guests / Clients






- Act as a main resource for reservation agents needing assistance

Key Responsibilities: technically or about achieving customer satisfaction.
- Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
- Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
- Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.
- Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
- Assists and prepare in groups pre-arrival process and preparing group rooming lists.
- Maintains a clean and organized work area.






- Attends all scheduled meetings as required with HOD's or Sales team.
- Create and manage rates and packages configured on the Hotel software.
- Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.
- If there are, failed reservations to update the Hotel software then process those reservations manually.
- Co-ordinate with the RDM or Channel manager, or software vendors for any availability, rate or booking integration issues.
- Handle external systems like channel Manager, Web booking engines,

Rate comparison tools, Online Travel Agents extranets etc.
- Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.
- Responsible for maintaining Rate parity across all booking Channels

(Website, OTA,





GDS, Travel Agents Etc.)
- Adjust rates according to suggestions from Yield or Revenue management systems.
- Verify all reservations taken on the reservation forms are updated on the PMS without fail.
- Understand and enforce hotel and company credit policies and
- Verify if each reservation requests are process as per the hotel standards and immediately.
- Verify if reservation confirmation letters are send for all processed bookings within the stipulated time.
- Process retentions, no-show and cancellations as per the hotel policy and procedures.
- Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.






- Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.
- Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
- Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.
- Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
- All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
- Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions,





activity tables and reservations letters.
- Ensure acceptable service levels and all statistical reports are sought and maintained.
- Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.
- Check forecasting reports based on statistics codes (Market, Source,

Rate Code etc.), reservations which are wrongly tagged should be amended.
- Receive contracts detailing room allotments and creates allotments on the hotel management system.
- Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.

Expedia etc.)
- Determine work procedures, prepare work schedules, assign duties and expedite workflow for reservation agents.

**Competencies**
- Degree in hospitality







**Qualifications**:

- Computer literate
- Excellent communications skills and extremely organized.
- Service Orientation ie actively look for ways to help people.

Skills & Attributes databases, work processing, property management software's,
Booking engine, OTA Extranets, Yield management systems and computers

▶️ Reservation Supervisor
🖊️ Sharjah National Hotels
📍 Sharjah