Cluster Reservations and Royal Services Supervisor

#BeLimitless 

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. 

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS 

Scope and Objectives 

To monitor, supervise and train the Cluster Reservations and Royal Services Agents in maintaining and delivering high levels of standards according to company policy and procedure. To assist the Cluster Assistant Reservations Manager in the operation and requirements of the department. In absence of the Cluster Assistant Reservations Manager, to be able to take on responsibility for the Reservations Department.

Essential Responsibilities and Duties

• Understand the key principles of Accor Pricing Strategies and Revenue Management
• To ensure Cluster Reservations and Royal Services Agents are filling the responsibilities as outlined in their job descriptions.
• Monitoring the team performance on external calls, dining reservations and room reservations
• Supervising the day to day running of the reservations department ensuring that the work load is fairly distributed and completed in a timely and professional manner.
• Understand the key principles of Accor Pricing Strategies and Revenue Management, such as Retail, Corporate, Leisure, Group, Other, Rate Restrictions, hurdles and availabilities
• Maximize rooms and dining revenue through the conversion of telephone calls into sales
• Utilize effective up selling techniques
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the both properties
• Be fluent on all hotel products and services
• Be fully conversant with all market segments and rate plans used across all distribution channels
• Be flexible in sales technique through offering the right product to the right guest at the right time
• Check the quality of reservations arrivals as per the task list assigned
• Audit the cluster reservations team to ensure the quality of the calls and emails
• Monitor the hotel inventory and report any issues to Cluster Revenue and Reservations Manager
• Ensuring a proper communication in place and the team are updated with the latest changes/offers
• Train, coach and support the cluster reservations and royal services agents to build a strong and highly skilled team 
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with Accor Reservation Standards
• Achieve targeted goals in the Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database
• Ensure market segmentation is accurate for each reservation
• Merge profiles as necessary
• To effectively handle the top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• To effectively handle the Top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
• Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS/S&C.
• Be involved in all property PMS Conversions
• Handle group reservations and leads
• Complete understand and effective use of the Hotel’s telephone system
• Maintain the Reservation correspondence
• To assist Cluster Revenue and Reservations Manager with the duties required for the smooth running of the department; non-guaranteed bookings, groups etc.
• To certify that all Cluster Reservations Agents are adhering to hotel standards and that these standards are implemented at all times.
• Support the Cluster Revenue and Reservations Manager with special projects as required

Key Roles & Responsibilities

• Take on tasks in addition of the ones stated, with a positive can do mindset
• Be a “brand ambassador” at all times, ensure brand integrity and clarity are maintained
• Model the company’s culture, vision, mission and core values at all times
• Maintain positive relationships with all guests, vendors, colleagues and GSO network
• At all times, represent Raffles Doha and Fairmont Doha in a professional, courteous and efficient manner