Reservations Supervisor

Job description

Company Description

Raffles Hotels & Resort is a collection of award-winning luxury hotels located in vibrant destinations around the world. It is part of AccorHotels brands, which offers unique moments and diverse experiences in more than 4.100 addresses throughout 95 countries. From luxury to economy, each hotel shares a common, well-being and warm welcome.

Raffles Seychelles offers spectacular colleague accommodation, accompanied by world class facilities, transportation, uniforms, meals and boat tickets to and from Praslin/Mahé. The Resort features 86 luxurious villas, the award-winning Raffles Spa as well as several stylish and unique dining options. 

We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of a leading global luxury hospitality brand.

Job Description

To oversee day-to-day operations of the Reservations office, contributing to exceptional results in Guest, Colleague and Owner/Investor goals and outcomes.

 

KEY ROLES & RESPONSIBILITIES

·  Provide supervision, training, direction and leadership to Reservations Staff, including scheduling, performance management and department planning with the assistance of the Reservations Manager.
·  Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
·  Assist in preparing daily, weekly and monthly reports
·  Understand Revenue Management strategies, sell levels and sell directed rates and apply these methods to the sale of available hotel inventory
·  Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing
·  Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge and call management in a professional, helpful manner
·  Lead by example in fostering positive employee relations and demonstrating core values
·  Ensure information provided to guests is accurate and individualized.
·  Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized. 
·  Adhere to the hotel’s Health and Safety policies
·  Ensure smooth shift changes with proper pass-on to the next shift
·  Develop and maintain training manual for Reservations
·  Report any equipment failures/problems & repair requests to Maintenance Department

 

PERSONAL ATTRIBUTES

·  Written and verbal communication skills in English
·  Able to develop rapport with colleagues and management staff
·  Ability to work cohesively with co-workers as part of a team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times
·  Ability to promote positive relations with all hotel guests and patrons
·  Able to exercise good judgment with difficult guests
·  Understanding and ability to work in a multi-cultural environment

 

Qualifications

·  Diploma from School for Tourism & Hotel Management
·  Minimum 1 - 2 years experience preferably in guest services/tele-marketing