Revenue & Reservations Supervisor

The MGallery Hotel Collection features boutique hotels, each with its own original design and unique stories to tell. Choosing to join MGallery is choosing to live and experience Memorable Moments.

MGallery Nairobi Gigiri will feature 105 rooms and suites; four restaurants, including an all-day dining venue, a signature dining experience, a pool bar, and a rooftop restaurant and bar; meeting rooms and a business centre; and wellness facilities spanning a gym, pool and spa.

With a prime location on Gigiri’s Limuru Road, fairly close to Nairobi’s city centre and Village Market, it will attract UN and NGO delegates, consultants and contractors, as well as diplomats, leisure visitors and the local community.

• 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 brand 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.
• Drive Market Share and Revenue Performance through proper pricing and mix management.
• Develop overall pricing strategy to include all market segments and distribution channels
• Effectively manage and be in control of all inventory in all distribution channels including branded web, 3rd party sites, TARS, and the GDS
• Closely monitor competitive pricing and understand the impact of relative pricing decisions on property performance
• Review and analyze data on an ongoing basis
• Responsible for effective implementation and compliance with brand Revenue Management Standards
• Complete understanding and effective execution of current and new RM tools.  Provide the hotel team with regular updates on hotel performance.
• Effectively use of systems in place.
• To carry out special projects according to the assignments.
• To carry out any other reasonable duties as assigned by the manager.

• To report for duty punctually wearing the correct uniform and name tag.
• To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with colleagues and all other departments.
• To read and understand the hotel’s Heartist Handbook and to adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To comply with local legislation as required.
• To respond to any changes in the department as dictated by the needs of the hotel.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend training and meetings as and when required.
• To carry out any other reasonable duties as assigned by the manager.

Should be eligible to live and work in Kenya.