Reservation Supervisor

Sofitel Al Hamra Beach Resort

• 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.