Reservations Supervisor Resume Samples
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Reservations Supervisor Resume Samples
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MR
M Runte
Madonna
Runte
435 Bins Light
San Francisco
CA
+1 (555) 344 3624
435 Bins Light
San Francisco
CA
Phone
p
+1 (555) 344 3624
Experience
Experience
Houston, TX
Reservations Supervisor
Houston, TX
Conn-Mitchell
Houston, TX
Reservations Supervisor
- Assist the Manager to supervise and manage all aspects of the Reservations department and
- Provide feedback to management regarding both positive and negative issues impacting department performance
- Mentor and support team of 10+ reservations agents along with Reservations Operations Manager, Tour/FIT Reservations Manager and Group Reservations Manager
- Assist the Reservations Manager in daily / weekly / monthly reporting, weekly Yield / Forecast meetings
- Manage the issuing of stop sell dates to assist with inventory control
- Assist associates to provide reservation sales and customer service for 9 properties in the Myrtle Beach area
- Work with Guest Services Manager to monitor all reservations
Philadelphia, PA
Groups Reservations Supervisor
Philadelphia, PA
Schaefer, Kuhn and Pouros
Philadelphia, PA
Groups Reservations Supervisor
- Work closely with Lodge Staff, Groups, Maintenance, Boat Tours, F&B and Accounting departments to ensure all aspects of the group arrivals are met
- Create and maintain group folders
- Performs and understands all aspects of the Front Desk duties
- Review group room requests and ensure room assignments are accommodated
- Update rooming list for bellman to do porterage
- Update rooming list for tour guide
- Review and account for all group booking recaps
present
Philadelphia, PA
Franchised Reservations Supervisor
Philadelphia, PA
Weimann Group
present
Philadelphia, PA
Franchised Reservations Supervisor
present
- Monitor reservation levels and inform managers of current/future occupancy rates
- Inform guests of rules and regulations regarding qualifying rates, cancelation policies, restrictions
- Closing / Opening dates and restrictions
- Describe room accommodations and benefit feature sale amenities to guests
- Follow up Selling� techniques to and sales strategy in order to maximize revenue
- Actively listen and respond positively to guest questions, concerns and requests using brand or property specific process top resolve issues, delight and build trust
- Balancing inventory
Education
Education
Bachelor’s Degree in Accuracy
Bachelor’s Degree in Accuracy
Pepperdine University
Bachelor’s Degree in Accuracy
Skills
Skills
- Knowledge of Channel Manager systems and extranets of 3rd parties to be able to support Revenue Manager in managing the rates and availability
- Highly responsible & reliable
- Demonstrates the desire and ability to provide high quality service to both internal and external customers
- Proficient in time management; the ability to organize and manage multiple priorities
- You'll be an approachable person and have a real passion for providing connecting and seamless service to ensure a memorable guest experience
- Demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the company
- Detail oriented organizational skills and thinks strategically
- Positive attitude and good communication skills
- Proactive and reliable
- Strong communication skills (verbal, listening, writing)
12 Reservations Supervisor resume templates
Read our complete resume writing guides
1
Reservations Supervisor Resume Examples & Samples
- Demonstrate an unyielding passion for the guest experience, culture, mission and vision by troubleshooting and resolving guest and partner issues in a timely and mutually beneficial outcome
- Manage call volume to achieve departmental goals including assisting agents, communicating with backup resources, and taking backup calls while following an established sales script to convert bookings
- Communicate with guests, employees, and other departments in a positive, productive and efficient manner
- Support agents through coaching and training to increase knowledge and performance
- Provide feedback to management regarding both positive and negative issues impacting department performance
- Inspire trust and build strong relationships across business units such as Front Desks, Guest Services, Mountain Operations (Ski School, VRR, Ticket Office), Call Centers (ISD,IED, Online), Travel Services, the Training Department and third party vendors
- Call center, hospitality, or sales experience - required
- Valid US Driver's License with satisfactory driving record - required
- Excellent command of the English language, both written and spoken - required
- MS Office Suite proficiency - required
- Data entry skills - required
- Property management software experience - preferred
- Must be able to work on the phone and computer for long periods of time
- Exceptional time management and attention to detail
- High level of interpersonal communication and a focus on customer service skills
- The ability to multitask
2
Reservations Supervisor Resume Examples & Samples
- Ability and desire to work a flexible schedule including early mornings, weekends & holidays is required
- To supervise and oversee 6 staff members
- Be able to scheulde and staff according to expected call volume and peak season times
- Be able to travel from Stagecoach lodge to the California or Gonolda locations for meetings, trainings, and supply needs
- Will work with all departments to obtain information for resort info on phone calls
- Provide timely guidance and feedback to help others to strengthen specific knowledge/skill areas to achieve business goals
- Resolve guest issues in the best interest of the guest and the company
- Compile call volume data and report on daily calls and sales
- Complete daily checklist of reports and procedures to ensure office runs consistently and efficiently
- Answer phone calls and provide guest service and convert opportunities into sales
- Ensure that all policies and procedures are being followed consistently and report agent disciplinary issues to management
- Deliver all start of season and mid-season training
- Ability to work at Stagecoach Lodge regardless of weather and road conditions. Stagecoach lodge is located at the top of Kingbury Grade. 375 Quaking Aspen Road, Stateline, NV 89449
3
Reservations Supervisor Resume Examples & Samples
- Capture sales from in-coming reservations calls and coordinate details of each reservation. Complete internal reservation forms
- Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head
- Handle guest complaints in accordance with Four Seasons policy
- Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations
- Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests
- Monitor Front Desk reservations made night prior, address any reoccurring issues
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
- Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Assistant Manager
- Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee
- Respond according to the crisis management plan to any resort emergency or safety situation
- Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact
- The ability to assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operation
- The ability to maintain reservation standards
- The ability to conduct standards testing including call observation
- The ability to conduct regular WRO test calls and provide timely feedback
- The ability to work quickly in a high-pressure environment and ability to handle stress
- The ability to display a high level of integrity and professionalism at all times in dealing with guests and employees
- The ability to select and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisals
- The ability to schedule staff according to budget guidelines, while ensuring maximum service to guests
- The ability to review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate
- The ability to complete all necessary payroll records and labor forecasts
- The ability to manage the reservations staff incentive program and compile/publish monthly results by agent
- The ability to enforce the established room and rate availability guidelines in order to maximize occupancy and revenue
- The ability to operate and manage the NetRez system
- The ability to work with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc
- The ability to control all suite reservations in conjunction with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and return guests
- The ability to prepare and distribute occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of business in the absence of the Reservations and Revenue Management/Reservations Manager
- The ability to prepare and distribute daily return guest and monthly recap of percentage of return guests, daily VIP list, and daily arrivals list
- The ability to monitor no show collection with Front Office and Accounting departments
- The ability to monitor commission payment with the Accounting department
- The ability to ensure that all reservation confirmations are printed out and mailed on a daily basis
- The ability to handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations
- The ability to create and maintain individual rate codes for each negotiated account as established by the Sales Department
- The ability to establish and maintain the rate code conversion tables between PMS and WRO system
- The ability to ensure all reservations staff /WRO staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guest requests
- The ability to attend and contribute to the yield management meetings held with the Sales and Marketing Department
- The ability to conduct regular Reservations Departmental Meetings
- The ability to coordinate and assist in an annual Reservations Sales Training Program
- The ability to conduct follow-up training sessions and provide timely feedback to reservations staff
- The ability to develop and mentor the reservations staff for future advancement
- The ability to handle guest complaints keeping senior management well informed of any problems and action taken
- The ability to establish relationships with other Reservations Managers in the city as well as in Four Seasons
- The ability to maintain favorable working relationships among employees to promote maximum morale, productivity and efficiency
- The ability to assume the duties of the Core & Reservations Manager in their absence
- The ability to complete any project assigned by management
- Ability to read, speak and write English, Arabic would be a great asset
4
Reservations Supervisor Resume Examples & Samples
- Assist the Manager to supervise and manage all aspects of the Reservations department and
- Previous supervisory experience in a similar role required
- Previous experience with a Property Management system required
5
Reservations Supervisor Resume Examples & Samples
- To be familiar with all Swissotel Hotels & Resorts SPI
- To “master” the room product in terms of rates, layout and physical attributes, breakdown/configuration, benefits and amenities…etc
- To be well-versed in all reservations handling and process; proficient in operating the reservations system and equipment
- To provide prompt, courteous and efficient services at all times. To answer the phones within three rings
- To be aware of booked-out status and needs periods to maximize sales opportunities. To alert the Revenue Manager of sudden changes in occupancy levels
- Previous service experience an asset
6
Reservations Supervisor Resume Examples & Samples
- Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction
- Be familiar with all services and features and local activities to respond to guest inquiries accurately
- Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands
- Document any late or absent employees; maintain accurate and current employee records
- Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.)
- Ensure staff's knowledge of hotel services, features and amenities
- Prepare and communicate assignments to the staff. Assign additional tasks as they arise
- Respond to incoming calls
- 1 year experience as a Reservations Agent, preferably at a 4 star hotel
- Excellent customer service focus and communication skills Proficient in Microsoft Office products such as Word, Excel and Publisher
- Ability to input and access information in the property management system
7
Reservations Supervisor Resume Examples & Samples
- Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
- Monitor the appearance, standards and performance of the Reservations Team with an emphasis on training and teamwork
- Assist in the recruiting, managing, training and developing of the Reservation team
- Confident telephone manner
- Relevant degree or other qualification in a business discipline
8
Reservations Supervisor Resume Examples & Samples
- Monitoring/maintaining reservations systems including Opera, Reserve, Passkey, and PRIO
- Proper management and control of hotel inventory
- Training and development of reservations team
- Attend hotel reservation related meetings
- Previous work history in reservations
- Excellent working knowledge of Word and Excel
- Excellent multi-tasking and organizational skills
- Excellent mentor and motivation to teach others
9
Reservations Supervisor Resume Examples & Samples
- Mentor and support team of 10+ reservations agents along with Reservations Operations Manager, Tour/FIT Reservations Manager and Group Reservations Manager
- Act as key resource for wholesale and tour reservations knowledge while overseeing the training of reservations agents based in the tour and wholesale segment
- Support reservations agents with tour and wholesale billing and the making of reservations during high demand periods
- Build and maintain rates, packages and allotment blocks
- Assist with managing the hotel inventory based on Sales reporting from wholesale clients
- Manage the issuing of stop sell dates to assist with inventory control
- Assist Reservations and Operations teams with interpretation of wholesale and group contracts
- Act as point of contact for wholesalers to discuss contractual agreements, guest concerns, general hotel questions
- Assist Director of Revenue with compiling data reports required for revenue analysis
- Handle guest complaints from wholesales and group clients or direct customers relating to guestroom reservations
- Active ambassador for our guests, the hotel and community
- Follow and Champion all Health & Safety Policies within department
- 18 month + commitment to role
- Must display strong analytical, organizational and administrative skills to be able to deal with multiple priorities simultaneously
- Passion for hotel operations with a strong attention to detail
- Strong working knowledge of Property Manager System
- Strong communication, interpersonal and problem solving skills
- Excellent written and verbal skills required
- Strong computer skills with a working knowledge of Word, and Excel
- Professional Presentation with ability to work well under pressure in a fast paced environment
10
Reservations Supervisor Resume Examples & Samples
- Expert knowledge of Word, Excel and Encore/Spirit
- Excellent time-management skills
- Excellent customer service and interface skills
- Understanding of rooms merchandising and yield management processes
- Experience with Reserve, Opera and Passkey preferred
11
Reservations Supervisor Resume Examples & Samples
- Answer incoming calls as quickly as possible to provide guest with information on accommodations that would best suit their vacation needs, and to meet needs of callers seeking customer satisfaction. Convert telephone inquiries into reservations. Input names and addresses of all inquiries into appropriate database mailing list
- Work with partners regarding reservation requests and details (Expedia, Orbitz, Hilton, etc)
- Monitor central email account and respond to any guest comments or reservation requests
- Handle guest complaints and execute decisions based on circumstances
- Provide Count on Me service to associates and external customers
- Schedule and monitor reservations at assigned properties allowing for guest requirements, owner preferences, and category type
- Manage and coach a team of 3-5 agents, including but not limited to schedule changes, call outs for agents
- Manage work hours, lunches, phone call availability for reservations team
- Provide support and guidance for onsite front desk teams as needed regarding system questions and reservation detail
- Independently open and close the office and make necessary decisions to operate the department
- Daily reporting
12
Reservations Supervisor Resume Examples & Samples
- 1) To record and process all reservation enquiries efficiently and accurately
- 2) Converting all enquiries into sales in order to maximise revenue and occupancy
- 3) Ensuring that all Accor financial and audit processes are being followed
- 4) Organising and supervising your team's work
- 5) Ensuring that all administrative tasks relating to Reservations are carried out efficiently by your team
13
Reservations Supervisor Resume Examples & Samples
- 5 or more year's experience in Reservations/Front Office Supervisor or Supervisory position. Good working knowledge of Microsoft Office (including Outlook, Word, Excel, Power Point)
- RDP experience preferred
- Success-driven and able to achieve specific reservations sales targets and maximize sales opportunities. Highly flexible in finding solutions to both guest and associate issues
14
Cluster Reservations Supervisor Resume Examples & Samples
- Support the Cluster Reservations Manager
- Guide, train and motivate the Reservations team
- Acceptance and entry of reservations mainly by e-mail, but also per telephone
- Call-off / updating of reservations via the booking system
- Exact knowledge and correct application of various rates
- Confirmation of reservations by e-mail
- Correct management of reservation documents
- Observance of the established standards of service
- Adherence to company credit policies
- Ensure Quality Checks on existing reservations
- Set up/maintain an efficient digital filing system
- Ensuring the satisfaction and loyalty of our guests and bookers by providing optimal service conform the established standards
- Hospitable attitude
- Commercial attitude
- Result driven
- Representative appearance
- Stress resistant
- Preferably of one year relevant experience in a similar position
- A passion for the Hotel Business
- Fluent in English and Dutch
15
Reservations Supervisor Resume Examples & Samples
- Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team,
- Transforms a request for information into a potential reservation as soon as there is an opportunity,
- Presents the brand and/or Group's loyalty programme to customers; adapts the sales pitch to each customer,
- Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior,
- Handles reservations by applying the various step-by-step processes defined by the brand,
- Enters reservation details precisely and correctly,
- Ensures that information is passed on to the people concerned,
- Confirms the reservation; takes care over written communications ,
- Possible participation in duty manager rostas,
- Positive,
- Guest oriented and service minded,
- Sales acumen,
- Good listening and communication skills,
- Self confidence,
- Excellent presentation
- Ability to work under pressure,
- Responsiveness,
- A natural team leader
16
Reservations Supervisor Resume Examples & Samples
- Supervising and coaching of Reservations team
- Loading of rates and availability in the PMS and across various distribution channels
- Coordinating flow of all incoming reservations
- Assisting in analyzing and interpreting current and future trends within market and competitor segments to optimize hotel revenue
- Daily & Monthly analyzing and reporting of hotel reservations material
- Over-looking weekly Travel Agents commissions process
- Driving Front Office and Reservations team to achieve reservation targets on a daily basis
- Processing and inputting of all hotel reservations into the Opera Software, which are received via telephone, email and corporate contracts
17
Reservations Supervisor Resume Examples & Samples
- A minimum of two years supervisory experience of a Reservation Sales team
- Experience with campaign management systems helpful
- Must be self-motivated, detail oriented
- Willing to work a flexible schedule to suit the needs of the business, dependable attendance
- MS Outlook, Reservation Systems and C.R.S
- Positive attitude, motivated, strong desire to drive revenue to increase compensation payouts
- Ability to adapt to changing business needs
- Strong time management skills, disciplined
- Ability to maximize team effort and results with a diverse staff
18
Reservations Supervisor Resume Examples & Samples
- Maximize room revenue and occupancy by reviewing status daily. Monitor selling status of house daily, such as: flash report, allowances, etc
- Attend daily and weekly Revenue Strategy meetings
- Follows the Revenue Strategy program according to SOP
- Review arrivals report and daily flash report to ensure accuracy
- Be completely competent in all PMS functions used by Reservations
- Monitor competitors for occupancy and rate, and recommend changes based on findings
- Be knowledgeable on property information (outlets, hours of operation, etc.) and ensure the staff is trained to communicate hotel information to callers
- Comply with hotel policies on billing, routing, master accounts, A/R accounts and PM accounts
- Ensure timely processing of travel agent checks
- Control suite inventory
- Maintain rate integrity program
- Make weekly test calls according to hotel standards
- Be knowledgeable about the uses and functions of, GDS FTCRS and OPERA
- Ensure that Forecast is completed on a timely basis, according to SOP's
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
- Assist in preparation of monthly revenue and occupancy forecasting
- Know the hotel’s rate quoting standards
- Complete weekly work schedule for reservation sales agents according to business forecast, payroll budget guidelines and productivity requirements
- Process/correct daily payroll sheets
- Follow and enforce all hotel credit policies
- Understand and follow Revenue Strategy restrictions
- Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or VIP programs, and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs
- Update group information daily. Maintain and be familiar with future group blocks
- Communicate availability/close outs to wholesalers
- Monitor all V.I.P.'s, special guests and requests
- Maintain required pars of all Reservations and stationary supplies
- Review Reservations log book and Guest Request log on a daily basis
- Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions, etc
- A 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or two to three years of experience in a hotel or related field required
- Must be proficient in Windows and company approved spreadsheets and word processing
- Must be able to multitask and prioritize departmental functions to meet deadlines
- Attend all hotel required meetings and trainings
- Maintain regular attendance in compliance with Wyndham Standards, as required by scheduling, which will vary according to the needs of the hotel
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
19
Reservations Supervisor Resume Examples & Samples
- Data entry of 3rd party reservations
- Provide rental property owners with unit booking information
- During evening hours, and on weekends, assist guests with after-hours check-in procedures and emergency phone calls
- Assist associates to provide reservation sales and customer service for 9 properties in the Myrtle Beach area
20
Reservations Supervisor Resume Examples & Samples
- Experience and knowledge of Reservation principles and techniques including but not limited to Reservation & Sales
- Excellent PC Skills (including Word; Excel; Outlook)
- Knowledge of IHG products, rates and marketing programs
- Knowledge and experience of Reservation Systems
- Bachelor’s degree or Diploma in Reservation or Sales & Marketing, Hotel Management, Business Administration, or related field preferred
- A minimum of two year of relevant experience or equivalent work experience in Reservation of the service industry including the development of account portfolios
- Hospitality reservation experience would be an advantage
21
Reservations Supervisor Resume Examples & Samples
- To oversee and control daily tasks when on duty
- To supervise all agents and develop them in order to handle Reservations tasks properly
- To assist Reservations Manager to operate the department
- To handle all group tours/ conventions from the initial blockage to the rooming lists
- To record all Reservations neatly and accurately on prescribed forms
- To file neatly all updated correspondences chronologically, first and then alphabetically
- To handle the telex machine in sending outgoing Reservations telexes
- To handle all advance deposits received by crediting the amounts into the correct guest’s folios and issuing receipts to the senders
- To check incoming emails, letters, telexes and faxes than distribute to whom it may concerned within the Reservation Department
- To confirm Reservations for rooms according to the room's availability issued by the Reservations Manager according to the rates that are currently in effect and to arrange the billing according to hotel procedures
- To update the PMS immediately and accurately if there’s any changes
- To send out confirmation slip promptly if requested
- To handle any request for amenities or transportation promptly and accurately
- To update guest history records, travel agency/company records and account receivable records on a regular basis
- To handle the Reservations correspondence accurately and neatly
- Promptly prepare any Reservations report
22
Reservations Supervisor Resume Examples & Samples
- Establish and achieve department goals for Reservation Agents /PBX operator productivity (i.e. shop scores, closure ratio, upselling, abandoned calls, revenue per call)
- Develop and maintain correct implementation of special procedures (Wake-up calls, Bomb Threat, DND requests, etc.)
- Train Reservations/PBX agents on guests’ special requests and associated procedures
- Train Reservations/PBX agents in all aspects of reservations to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and satisfaction ratings for guests and associates
- Be responsible for coaching and counseling of agents, including progressive discipline as needed
- Motivate and provide a work environment in which associates are productive
- Be responsible for administration of all reservation sales agents, including reviews
- Monitor office staffing requirements and coordinate weekly schedule
- Ensure that the switchboard is attended at all times and that sufficient staffing is presented to meet the daily business demands
- Participate in the hiring, development and retention of a diverse workforce to deliver excellent products and services. Sustain a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success
- Celebrate the successes and publicly recognize the contribution of team members; ensure associate recognition is taking place on all shifts. Develop and participate in an on-going associate recognition program
- Maintain effective office administrative procedures within department according to SOPs
- Communicate sales strategies and promotional efforts to reservations agents as well as respective departments (sales team, FO operations, guest services, etc.) in a timely fashion
- Clear all records held in the error log, as they need to be reviewed
- Insure that daily checklists are being utilized and that tasks are performed on a timely basis
- Ensure that property sales strategies are followed
- Ensure that all rates, packages and hotel sales strategy information are built in the hotel’s inventory system
- Change sales strategy and rooms’ inventory according to city demand trends
- Review and audit travel agency commissions on a daily basis and transmit data to CTAC system. Use CTAC system to process any commission inquiries or late payments
- Interact with Group Sales/CCS Departments to process rooming lists and reservations cards. Enter group blocks in MARSHA and Opera computer systems. Carry out instructions for groups as indicated on group cover sheet (cut-off dates, special requests). Work with Sales, CCS manager and assistants as well as Front Office leaders to ensure a smooth flow of information between the departments
- Maintain required availability of hotel rooms in electronic distribution channels
- Respond to inquires related to guest complaints via property and customer service
- Organize and set up office files; keep filing up to date including Guest Communiqués, faxed and e-mailed reservation inquires. Ensure that all pertinent information is documented (reservation changes and addendums)
- Inform Revenue Manager of any trends/concerns noticed while communicating with guests
- Assist Revenue Manager in monitoring performance of competitive set hotels via shop calls
- Regularly check distribution channels for hotel positioning, information accuracy and competitor positioning
- Assist Revenue Manager in the preparation of reports for Weekly Strategy meetings and forecast reports
- Assist Revenue Manager with maintaining and monitoring room inventories and MARSHA/Opera strategy and property information
- Ensure refunds of advance deposits are processed in accordance with hotel policies
- Maintain complete knowledge of all hotel services/features and hours of operations
23
Reservations Supervisor Resume Examples & Samples
- Holiday, vacation, and sick pay
- Discounted parking options for employees
- Medical, dental, and vision insurance
- 401k participation with a company matching program
24
Franchised Reservations Supervisor Resume Examples & Samples
- Actively listen and respond positively to guest questions, concerns and requests using brand or property specific process top resolve issues, delight and build trust
- Address guests service needs in a professional, positive and timely manner
- Verify all reservations with callers to ensure accuracy
- Process all reservations requests, changes and cancelations received by phone, fax or email
- Determine the most appropriate room type to meet guests requirements and maximize room rate
- Describe room accommodations and benefit feature sale amenities to guests
- Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties
- Follow up Selling� techniques to and sales strategy in order to maximize revenue
- Promote the Hotels products and services
- Maintain a high level of product and service knowledge
- Inform guests of rules and regulations regarding qualifying rates, cancelation policies, restrictions
- Process amendments to reservations such as extensions, early departures, etc
- Knowledge of Marriot Reservations Systems
- MARSHA
- Opera PMS
- One Yield
- MarRFP
- HPP
25
Groups Reservations Supervisor Resume Examples & Samples
- Preferred 3-5 years of hospitality experience
- Excellent conflict resolution skills
- Excellent guest services and leadership qualities
- Must be able to use Microsoft Office applications
- Able to read, write and understand the English language
- Must be able to multi-task and work with accuracy
- Excellent communications skills required
- Will be trained to learn the SMS Hotel Management System and become proficient
- Must have a valid driver’s license, successful Motor Vehicle Record check to drive company vehicle
- 10% to 20%
- 20% to 30%
26
Reservations Supervisor Resume Examples & Samples
- To supervise all incoming and outgoing room reservation requests and make sure they are attended to as per the hotel standards and procedures
- To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and increase revenue
- To recognize potential clients and to transmit information to the Sales Department
- To recognize a VIP guest and to apply the concerned policies
- To maintain a good commercial relationship with all the bookers: guest/company/agencies
- To promote the Accor loyalty programs and the Hotel promotions
- To respect the privacy of the guest and the confidentiality of the information
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it
- To Supervise and report all the guest comments or complaints
- To call the manager for advice in serious cases or if an approval is requires
- To ensure that the telephone etiquettes are properly used as per Sofitel Standards
- To ensure a perfect knowledge of room type and rate structure among the Reservation team
- To ensure the accuracy of all booking information entered in the PMS
- To supervise that the Guest History is accurately maintained
- To ensure a perfect knowledge of the hotel configuration and products among the team members
- To achieve Quality Tools Yield Management performance with reservations team
- To know the competitors and to gather information about their activities and sales
- To provide updated reports and statistics to the management and other departments
- To follow up availability and rates charts on TARS and other booking systems/channels
27
Reservations Supervisor Resume Examples & Samples
- Check maintenance of the established standards in the Reservation Department
- Check the correct application of rates by the Reservation Agents
- Check all Reservations policies and procedures are followed to ensure Guest satisfaction
- Supervise quality checks for individual & group reservations
- Monitor restrictions and overbooking in the system
- Leading and contributing to Upselling programme
- Support for the Revenue Manager in controlling availability, rates and inventory to achieve Revpar targets
- Support the Revenue Manager in drawing up statistics and reports (e.g. in process of forecasting)
- Know multiple functions of the Property Maintenance and Inventory System and possess high Excel skills
- High level of Excel and software skills
- At least 2 years experience in the Reservations/Front Office superior function within the hotel sector
- Fluent Polish and English
- Knowledge of the hotel Property Management Systems, including Delphi
- Knowledge of Channel Manager systems and extranets of 3rd parties to be able to support Revenue Manager in managing the rates and availability
28
Groups Reservations Supervisor Resume Examples & Samples
- Previous Opera Experience is advantageous
- Previous Supervisory experience is advantageous
- Must have proven reservations experience
29
Reservations Supervisor France Resume Examples & Samples
- To establish the monthly planning jointly with the Reservations Manager
- To make sure that the team reaches its goals (96% of call handling, average of 97% regarding the shop calls, cross sell)
- To promote at all times a professional image to internal and external customers and to adhere to the rules of the company handbook
- To perform any reasonable request as directed by management
- High School Diploma or equivalent required; Bachelor’s Degree in Hospitality Management preferred
- 1 year as Reservations Team Leader or Supervisor at a multi-property level or in another structure, hospitality industry preferred
- Good overview and knowledge of multiple transient segments strategy and management
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Reservations Supervisor Resume Examples & Samples
- Work with Guest Services Manager to monitor all reservations
- Maintain and communicate knowledge of all room rates, packages and promotions
- Maintain and monitor room availability for any given day
- Have knowledge of
- All departmental policies/service procedures/standards
- All functions of the computer systems
- All hotel facilities/services, hours of operation
- All guest room layouts, bed types, decor, appointments, and locations
- Restricted dates, rates and room types
- Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands, assigning and monitoring staff breaks
- Responds to requests for service and assistance
- Performs work with little or no supervision; works independently
- Ability to interpret and perform basic computer and POS system functions. Knowledge of Outlook, Word and Excel
- Walk more than 2/3 of the time
- Lift up to ten pounds
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Group Reservations Supervisor Resume Examples & Samples
- Maintains complete knowledge of, and complies with, all departmental policies, service procedures, and standards
- Assists with all Passkey functions both internally and with external clients
- Communicates daily with senior management, department heads, and internal/external sources, including but not limited to: ensuring clients are familiar with Passkey and how to pull reports at their convenience, working with hotel marketing on creating promotion cubes and add ons, sharing data regarding successes, working closely with YRM team to assist with balancing group blocks/rates and opportunities in regard to group business with management and more
- Contributes to the development/design of overall presentations, including but not limited to: Passkey Link Graphics and working closely with hotel marketing on the implementation of promotions for groups and more
- Prepares data and exhibits meaningful reports such as: tracking of Passkey add ons, promotions utilization, and upsell revenue
- Ensures the assigned operational functions of Group Reservations are consistent with the strategic plan and vision for the department, the division, and Bellagio
- Closely monitors Wholesale / GDS/ Affinity areas for consistent practices, team productivity and exceptional guest service standards
- Works closely with Affinity and Corporate Management with the growth and development of the Affinity program, ensuring consistent standards and practices during the booking process so that all contractual obligations are met
- Manages and monitors daily labor, departmental budget, operations of Group Reservations, and marketing strategies to produce both short-term and long-term profitability for Bellagio, while meeting departmental needs and objectives
- Manages the delivery and measurement of guest service and ensures consistency with established departmental guidelines/standards
- Provides input into the research, development, evaluation, and implementation of new products, services, technology, and processes to ensure Bellagio’s competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment
- Manages Human Resources responsibilities for Group Reservations to include
- Bachelor’s degree in Hotel Administration or equivalent work experience
- At least 2 years of experience in a related position at a major hotel/casino resort
- Working knowledge of legal ramifications of various employee/guest actions, both in bargaining and non-bargaining unit environment
- Working knowledge of general accounting principles to interpret statistical information
- Working knowledge of Property Management System (Opera), Passkey, Delphi, Internet
- Working knowedge of Microsoft Word, Excel, PowerPoint, and Outlook
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Reservations Supervisor Resume Examples & Samples
- Builds and maintains a positive working environment that attracts and retains high-quality staff
- Promotes a sense of customer service excellence, teamwork, harmony, motivation, recognition and continuous improvement at all times
- Nurtures relationships and maintains open lines of communication with internal and external department team members and senior leaders
- Supports and advocates company and departmental policies, processes, business goals and initiatives and proactively adapts and embraces change to serve as a role model for team members
- Responsible for daily review of Reservations Specialist schedule adherence and productivity, including monitoring of shift schedules to ensure specialists are logged-in and ready to accept calls as scheduled
- Retrieves call-out line messages and reports absences to management team
- Monitors and adjusts breaks, lunch schedules and work assignments, as needed
- Monitors contact center phone workgroups, email and fax inboxes and Reservations Specialist productivity and efficiency throughout the day to ensure maximum operational performance
- Answers phone calls and responds to emails and faxes, when necessary and during high volume periods
- Monitors the I-3 dashboard system to ensure all inbound phone workgroups are operating efficiently
- Identifies workgroup overloads, excessive hold times and other issues impacting performance and customer service and takes appropriate action as needed
- Responsible for reporting system issues to the information technology support center immediately, alerting management and following up as needed to ensure prompt resolution
- Provides assistance to Reservations Specialists to resolve issues, takes ownership for escalated calls and emails and resolves customer issues in a timely and positive manner
- Provides proactive coaching to Reservations Specialists as needed on specific performance standards, policy andprocedure compliance, accuracy, and product and process knowledge for continuous improvement
- Identifies remedial training needs, corrective action and progressive discipline as needed for individual team members and collaborates with department managers to implement accordingly through established policies and procedures
- Assists with new-hire training and ongoing performance enhancement training for all team members
- Collaborates with managers, training and quality assurance partners to develop training itineraries and materials that foster team members skill set development and growth
- Serves as a key subject matter expert on all aspects of contact center operations and maintains ongoing knowledge of all company resorts, products, services, policies, procedures and processes
- Maintains familiarization with training job aids and reference materials to identify the need for updates and enhancements as applicable and to ensure accuracy and consistency
- Coordinates agendas, discussion topics and scheduling for monthly all-staff meetings and facilitates the meetings
- Participates in daily management team "stand up" meetings and proactively offers perspectives, concerns, suggestions and ideas to foster efficiency and productivity in all aspects of contact center operations and team performance
- Monitors Reservations Specialist calls and performs quality assurance program scoring and administration duties each month as assigned by the quality assurance team
- Participates in monthly one-on-one feedback sessions with Reservations Specialists, as well as monthly quality assurance review meetings with management team to share observations, insights, and suggestions for continuous improvement
- Analyzes weekly contact center reports, annual operating plans, and other analytical data provided by the business analyst and senior leaders; synthesizes this business intelligence and applies applicable measures to improve efficiency, productivity and customer service on an ongoing basis to ensure business goals and key performance targets are met
- Identifies process improvement opportunities and takes action to create, update, distribute and archive all policy and procedure documents under management supervision
- Communicates updates to ensure team members are fully informed of all new information related to products, processes, customer insights, company and departmental operational updates, and other relevant information
- Assists department managers in drafting progressive discipline documentation, reviewing with human resources, and participates in progressive discipline discussions with team members
- Updates ad-hoc coaching spreadsheet to document coaching discussions with team members that do not warrant progressive discipline, in order to identify ongoing performance trends that may require progressive discipline in the future
- Collaborates with team members and management across all contact center offices to handle time-sensitive customer issues, identifies agent coaching opportunities, and maximizes synergy across all offices
- Models key performance and leadership behaviors at all times including exemplary attendance, positive attitude, exceptional customer service orientation, attention to detail and accuracy, and compliance with all company and departmental policies and procedures
- Assist managers with planning and execution of department events and team celebrations
- A minimum two (2) years of experience in the customer service or related field required
- A minimum six (6) months of supervisory experience in the customer service or related field required
- Ability to multi-task and provide hands on supervision in a multi-faceted and ever-changing environment
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Reservations Supervisor Resume Examples & Samples
- Previous experience in a similar role, preferably including 5-star experience
- Knowledge of Opera
- Exceptional computer skills
- Exceptional grooming and presentation
- Excellent written and spoken English skills
- Positive, pro-active selling and excellent time management skills
- An excellent telephone manner with a pro-active selling approach
- Demonstrated ability to exceed customer expectations
- The ability to work under pressure with excellent attention to detail
- The ability to work weekends and public holidays
- Providing exceptional guest service at all times
- Processing and inputting group, FIT & corporate reservations
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Hotel Reservations Supervisor Resume Examples & Samples
- Always provides the best GUEST SERVICE possible
- Answer incoming calls within 2 rings
- Directly supervise the RSA staff to maintain optimum customer service
- Answer incoming multi-line telephones to sell, confirm and revise all reservations (hotel / casino / ticket) and input directly into the computer
- Process reservations by reading documents to confirm room reservations, changes, additions and cancellations for Casino, Hotel, Convention, Tour and Wholesale Groups in a timely manner to insure an accurate total in forecast
- Maintain accurate service levels for incoming calls by monitoring breaks, attendance records, job assignments and staff behavior
- Monitors processing of advance monies such as check, money order or cash to reservations for guarantee
- Responsible for attending monthly safety meeting
- Responsible for entering all reservations faxed to Room Reservations and responding to all faxed requests accordingly
- Deals directly with Wholesale / contracted rate companies on problems with their reservations
- Responsible for calling on Room Reservation problems, resolving multiple room blocks, deposit check problems, etc
- Monitor Agents/Operators telephone calls with guests to assure efficiency and accuracy
- Issue disciplinary action when warranted, report discrepancies to manager
- Produce reports to inform management of occupancy and production levels, forecast, package pickups, city survey, etc
- Respond to guest inquiries, request for directions and/or information within the hotel guidelines
- Sell the features of the hotel, restaurants, mining display, etc
- Use the guest’s name a minimum of twice during the conversation
- Do not place any call on hold for more than one (1) minute
- Offer an alternate date and/or refer the guest to Circus Circus and/or the El Dorado when the Silver Legacy is sold out
- Respond to guest complaints in a positive manner, negotiate a compromise and implement a solution to make a sale
- Maintain a professional, but accessible and friendly attitude while performing all duties
- When a guest requests something beyond your authority, contact the appropriate person
- Always thank the guest for calling the Silver Legacy
- Check station before, during and after shift for proper set-up and cleanliness
- Ability to maintain attendance in conformance with standards
- Ability to maintain a neat, clean, and well-groomed appearance
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Reservations Supervisor Resume Examples & Samples
- 1-year previous reservations experience
- Knowledge of Operations front/back of house
- Previous experience in High Volume Call Center
- Must have strong written and verbal communication skills
- Must be able to type 40 wpm
- Comprehensive computer and analytical skills
- Superior guest service and salesmanship skills
- Proficient in Microsoft Word, Excel, Internet, Lotus Notes and Delphi
- Work well under pressure, multitasking and team player
- Detail oriented organizational skills and thinks strategically
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Reservations Supervisor Resume Examples & Samples
- Ensure that quality of reservation is maintained in terms of guest details, outlet bookings etc
- Ensure that the minimum response time is maintained for all reservation requests
- Accurately and promptly fulfilling guest requests by understanding and anticipating guests’ needs
- Maintain a high level of knowledge which will enhance the guest experience
- Take appropriate action to resolve guest complaints
- Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers
- Be able to promote the hotel (and InterContinental Hotels Group generally) products and services
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Reservations Supervisor Resume Examples & Samples
- Updates availability sheets and distribute once a week
- Ensures all group and wholesale rooming lists are loaded in a timely manner
- Ensures all e-mails are screened throughout the day- no previous days emails to be left in inbox and all urgent emails attended to
- Updates the boards in reservations with new promotions and important information
- May be responsible for the compilation of work schedule of the Reservation Agents, to be checked by Reservations Manager
- Is knowledgeable regarding entire Reservations system and process
- Previous customer service experience required
- Computer experience at intermediate level is mandatory with knowledge of Microsoft Office (Excel, PowerPoint and Word, Access)
- Minimum 2 years’ experience as Reservations Agent at a luxury hotel preferred
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Reservations Supervisor Resume Examples & Samples
- The Reservations Supervisor is responsible for selling the resort and providing information to prospective guests
- Capture sales from the incoming calls, and coordinate details of each reservation to ensure the guest’s satisfaction
- Assist the Reservations Manager in managing the day to day operations of the reservations department
- Experienced customer service professional with excellent phone skills, ability to multitask and have a passion for service and hospitality. In addition, he/she must be a willing team player, comfortable with computer systems as well as communicating over the telephone
- Must be willing to work a flexible schedule in order to accomplish all major responsibilities, and be willing to accept assignments on as need basis, in order to promote team work. This may include some evenings, weekends and holidays
- Derive a sense of pride in work well done
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Reservations Supervisor Resume Examples & Samples
- Conducts shift briefings to ensure hotel activities and operational requirements are known
- Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
- Promote the Hotel’s (and IHG generally) products and services
- Maintain a high level of product and service knowledge about the Hotels in your region / area
- Develop and maintain a regular pattern of sales calls
- Prepare and execute action plans which increase reservation sales and associated business
- Record and process reservations made by phone/fax/email
- Accept wait list reservations
- Manage “no show” reservations by investigation and recording of same
- Record special billing arrangements for groups and conventions
- Liaise with Front Office Manager or Financial Controller for all reservations requiring credit approval
- Maintain knowledge of special rates/ offers/ promotions
- Monitor reservation levels and inform Managers of current and future occupancy rates
- Prepare reports as requested (e.g. to travel agents, business houses, etc)
- Prepare reservation sales reports
- Being attentive to Guests
- Accurately and promptly fulfilling Guests requests
- Maintain a high level of knowledge which affects the Guest experience
- Demonstrating a ‘service’ attitude
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Reservations Supervisor Resume Examples & Samples
- You'll be an approachable person and have a real passion for providing connecting and seamless service to ensure a memorable guest experience
- Dynamic, vibrant, confident and professional personality
- Minimum of 2 years previous experience in a hotel Front Office / Reservations environment, with exposure to a leadership role
- Previous experience in managing group reservation blocks and enquiries is also desirable
- A strong working knowledge of a Property Management System, preferably Opera
- Highly developed interpersonal and communication skills both written and verbal
- Demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the company
- Superior decision making and analytical skills
- Ability and willingness to manage multiple tasks, conflicting deadlines and varying guest situations
- Strong teamwork skills, self and team development focus and a passion for delivering superior results
- High standard of personal presentation
- You must also meet the legal requirements to work in this country
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Reservations Supervisor Resume Examples & Samples
- Show team leadership in Total Quality Management role; striving to continuously improve office processes, customer experience, hotel client relationships
- Provide guidance for service team in best practices and act as reliable point of contact for information and resources for the Belmond portfolio
- Support Manager with identifying training challenges, projects and maintaining office resources
- Act as second lead to processing tour operator reservations for North America properties
- Manage office projects in addition to daily Service Supervisor duties
- Assist with the creation, and tracking of IT “tickets”
- Must have successfully completed 2 years of service in the hospitality (preferably hotel) industry with at least 1 year in a supervisory capacity
- Ability to communicate in English with hotel guests, suppliers, and employees to their understanding. Preference will be given to those with the ability to communicate in Spanish
- College degree in a Hospitality major preferred
- Excellent verbal and written skills, listening skills and questioning techniques
- Ability to multi-task under pressure in a fast-paced environment, work independently and interact within a team
- Ability to accommodate a flexible work schedule and work long hours
- Understanding of the luxury hotel environment
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Reservations Supervisor Resume Examples & Samples
- Having an experience in similar position at least 2 years is preferred
- Strong communication skills (verbal, listening, writing)
- Proactive and reliable
- Able to work alone and within a team
- Good level in English / Arabic essential
- Check the no show record as well as pending reservation
- Check the VIP arrival, special requests and check traces to action
- Show complete product knowledge, understand rate structure and apply rate management
- Check on pending visa or expiring visa's which need to exit the country
- Ensure to send confirmation for new reservation and follow up those without correspondence
- Ensure all incoming calls are answered as per the Mercure standards, information received by fax is inputted and check constantly the incoming e-mails
- Maintain established filing system for all correspondence and collate reports as required by Reservations Manager
- Promote and maintain good public relations and endeavours to maximize business
- Maintain an accurate room status at all times
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Reservations Supervisor Resume Examples & Samples
- Operate an efficient reservations department to ensure highest occupancy is achieved
- Yield rates to ensure highest possible rates are achieved
- Responsible for all individual, corporate, fit and Group bookings
- Negotiate rates with guests, companies and travel agents as required
- Ensure the completion of all reservations
- In charged of all room, F&B and Spa inquiries, bookings, administration, deposits, payments and follow ups
- Monitor websites for incoming reservations
- Monitor future availability in order to set-up rates to be sold on intranet, on websites and open/close availability as required
- Monitor daily availability and keep front office informed of best rates to sell
- Operate wait list on busy days to ensure maximum occupancy
- Record turnaways on busy dates
- Follow up charges on no show bookings
- Show prospective clients around the hotel
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Reservations Supervisor Resume Examples & Samples
- One-year reservations experience
- Knowledge of basic computer programs
- Minimum typing skills of 50 words per minute
- One-year supervisory experience in reservations or front desk
