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Sofitel Al Hamra Beach Resort, Ras Al-Khaimah, United Arab Emirates



Reservation Supervisor


Luxury & Lifestyle

Company Description

Sofitel Al Hamra Beach Resort

Job Description

  • 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 required.
  • 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.
  • To maintain database for ATACS follow up.
  • To supervise daily check-list.
  • To fulfill administrative task and filling.
  • To ensure a proper use and maintenance of reservation communication system
  • (Telephone, fax-mail).
  • To supervise that the key Handling procedures are respected.
  • To supervise that the emergency and security procedures are respected.
  • To supervise that the lost & found procedures are respected.
  • To read and update logbooks
  • To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly
  • To maintain a clean and tidy working area all times
  • To share daily activity highlights with the manager including internal and external guest   opportunities 
  • To maintain an atmosphere of high morale and a happy working relationship among the team.        
  • To be updated with latest administrative, organizational, operational or the other changes and news.
  • To respect schedules, terms and deadlines as agreed with the Management.
  • To conduct/attend a daily line up briefing with the reservation team.
  • To support reception training in reservation techniques and procedures.
  • To carry out special projects according to the assignments.

Diversidade & Inclusão para a Accor significa acolher cada um e respeitar suas diferenças, priorizando apenas qualidades e habilidades na ampliação de oportunidades de emprego e desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma cultura acolhedora, excelentes condições de trabalho e promover o desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não hesite em nos informar de quaisquer necessidades específicas que possa ter para que possamos levá-las em consideração.


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