Reservation Supervisor

Overview

We are hiring an energetic, passionate, and experienced candidate for the position of Reservation Supervisor at Ramada by Wyndham Amritsar.

Duties and Responsibilities of Reservation Supervisor:

• Act as a main resource for reservation agents needing assistance technically or with regards to 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 also 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 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 Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
• Verify if each reservation requests are processed as per the hotel standards and without delay.
• 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.
• Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas.
• 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.
• Train newly recruited reservation staffs in taking reservations, telephone etiquettes , reservation module on hotel software and processing emails.

Other Requirements:

• Excellent communications skills and extremely organized.
• Service Orientation ie actively look for ways to help people.
• Ability to work with multiple systems and applications like spreadsheets, databases, work processing, property management software’s, Booking engine, OTA Extranets, Yield management systems and computers.