Reservation Supervisor

Reservations Responsibilities
• Respond to enquiries about hotel products and services by telephone, fax and email according to standard guidelines
• Ensure smooth shift changes with proper pass- on to the next shift
• Report any equipment failures/problems & repair requests to Maintenance Department
• Monitor day- to- day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
• Coach agents in areas of up- selling, cross- selling and ongoing skill set knowledge
• Assist in preparing daily, weekly and monthly reports
• Coordinate and communicate with all other departments to ensure a smooth operation
• Ensure information provided to guests is accurate and individualized
• Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services
• Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing
• Provide supervision to Reservations Staff. Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
Team Management
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
• Identify and develop team members with potential
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
• Interview, select and recruit direct reports
• Prepare detailed induction programs for new employees
• Conduct performance review with the team
Other Responsibilities
• Be aware of the hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Perform other reasonable duties assigned by the assigned by the Management
• Maintain a high standard of personal appearance and hygiene at all times

PROFILE/ Yêu cầu:
Knowledge & Experience/ Hiểu biết và kinh nghiệm:
• Proficient in MS Excel, Word, & PowerPoint./ Sử dụng tin học thành thạo.
• Excellent reading, writing and oral proficiency in English language./ Giao tiếp thông thạo bằng Tiếng Anh.
• Accor background is a plus/ Đã từng làm việc trong các khách sạn của Accor là điểm cộng.
• Minimum 1 year of experience in a similar capacity or minimum 2 years of experience in the area of reservation./ Tối thiểu kinh nghiệm 1 năm ở vị trí Giám sát hoặc 2 năm kinh nghiệm ở cùng vị trí.
• Diploma education./ Chứng chỉ cao đẳng trở lên.
• Knowledge of Opera system is a must/ Hiểu biết và sử dụng thành thạo phần mềm Opera- bắt buộc.
Competencies/ Năng lực:
• A motivator & self- starter./ Năng động, nhiệt tình.
• Ability to work well in stressful & high- pressure situations./ Có khả năng làm việc dưới áp lực cao.
• Service oriented with an eye for details./ Óc quan sát tỉ mỉ, chi tiết.
• Well- presented and professionally groomed at all times./ Diện mạo và tác phong chuyên nghiệp mọi lúc mọi nơi.
• Good communication and customer contact skills./ Kỹ năng giao tiếp và liên hệ khách hàng tốt.
• Strong leadership, interpersonal and training skills./ Kỹ năng lãnh đạo, liên lạc, đào tạo tốt.
• A team player & builder./ Xây dựng và điều hàng đội ngũ.

Employee of the month/ Year award/ Birthday celebration/ Year End Party
Free accommodation at nice and modern staff house
Special discount with Accor properties
Uniforms and duty meals provided by hotel
100% salary of probation contract with monthly service charge
6 working days or 48 hours per week
Career development opportunities at the international hotel group
Social – Health insurance per labor code

Cập nhật gần nhất lúc: 2024-04-03 13:41:53