Cluster Reservation Supervisor Rosewood Hotels and Resorts

Job Summary

The Reservations Supervisor is responsible for supervising the Reservations team and ensuring that they deliver exceptional levels of service above and beyond those expected of an ultra-luxury hotel. To support the team in responding to all reservations' requests (for both rooms & restaurants) in an engaging manner with the aim of converting each request into a confirmed booking using the selling strategy set by the hotel. Ensure all necessary paperwork and administration is in place for reservations taken and information is updated accurately in the property management system and/or table management system.

Essential Duties and Responsibilities

• Supporting the Reservations Manager with the day to day running of the Reservations Department.
• Respond to all telephone enquiries in an engaging manner whilst also adhering to the hotel's call standards with the aim of converting the enquiry into a booking.
• Ensure that all message/email reservations are processed within 10 minutes, and confirmation is sent within 2 hours (except overnight), using grammatically correct English free from spelling mistakes.
• Ensure all reservations received from wholesale agents and online travel agents are processed.
• Ensure a valid method of payment is in place for all reservations inputted into the property management system and alert the team management to any potential issues with payment in a timely fashion.
• Have thorough knowledge of the hotel products and services and use appropriate verbiage in their description.
• Have thorough knowledge of outlets promotions and concepts.
• Enforce and adhere to cancellation policies and ensure any related charges are processed on the day incurred.
• File reservations correspondence as per the hotel standards and ensure the filing system is ordered and tidy.
• Ensure that all advance deposits are processed daily.
• Ensure that all rebates and no-shows are processed daily and that they are researched and responded to in a timely and efficient manner and logged accordingly.
• Ensure that all tasks are completed by the Reservation Agents as outlined in the shifts.
• Provide training for all new agents and facilitate on-going training plan for each team member maintaining the appropriate training records accordingly.
• Compile and maintain good records of SOPs and departmental documents.
• Assist Reservations Manager with weekly and monthly reports as requested.
• Prepare the monthly work rota and weekly payroll in the absence of the Assistant Reservations Manager.
• Have comprehensive knowledge of all systems used for example, PMS/CRS/Restaurant Booking.
• Ensure the reservations team are aware of new packages/rates, outlet promotions/discounts/offers.
• Have working knowledge of the Online Travel Agent and wholesale extranet sites sufficient to access reservations details in order to input reservations into the property management system and verify bookings as part of an arrival check.
• Identify new corporate or new agents in contact with the hotel and pass to the Sales team as these represent potential business for the future.
• Participate in familiarization trips and menu tasting as required.
• Understand the department goals and projections for rooms and outlets.
• Maintain a neat and clean personal appearance and adhere to the hotels wardrobe and grooming standards.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition of the ones stated, in a reasonable framework.
• Be a brand ambassador at all times and ensure brand integrity and clarity are always maintained.
• Model the company s culture, vision, mission and core values at all times.