Reservations Supervisor

Job description

Description

About us

To assist in ensuring that a consistent and outstanding experience is provided by the Reservations Team for all internal and external guests and to assist the Reservations Team in achieving the hotel’s financial targets. To ensure a team orientated, professional and learning working environment is maintained at all times.

You are an ambassador of The Company and it is your role to live and help further establish the values of the InterContinental Brand by reflecting the image of The Company and to perform in accordance with The Company standards

 At InterContinental Hotels & Resorts ® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

·  Be charming by being approachable, having confidence and showing respect.
·  Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
·  Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
Your day to day

FINANCIAL RETURNS

·  To supervise day to day management of the accommodation reservations optimising the occupancy and yield in line with the budget.
·  To respond to all reservations enquiries in a timely and efficient manner in line with the Hotel’s policies and rate structure, according to the standards in place.
·  To secure any outstanding correspondence relating to non-guaranteed arrivals.
·  To maintain an accurate knowledge of our competitors, including their product, average rates, availability and shortfalls when compared to InterContinental London Park Lane and ensure Reservations team is also savvy.
·  To assist the Reservations Manager in ensuring that any outstanding PM accounts are settled in a timely manner.
·  To be the first point of contact for any individual government bookings. To build relationships with bookers and handle their reservations enquiries in a timely and efficient manner.
·  To assist in ensuring that the Reservations team understands and complies with the Hotel yield and rate strategy.
·  To ensure that the Reservations team are aware of the Hotel financial targets, know how to contribute towards delivering them.
·  Drives up-selling of the Hotel premium room products, promotion of all Hotel facilities (Food & Beverage, Club InterContinental, Event space, Garage and Spa), and cross-selling of sister properties.
·  Ensures the bedrooms are sold from inventory and complies with group and wholesaler allocation ceilings and release periods, ensuring selling opportunities are maximised.
·  To alert the Reservations Manager and / or Director of Revenue if availability dramatically changes and rate strategies need amending.
·  Fully familiar with the Hotel product, facilities and services, marketing promotions, contracts and agreements.
·  Competent user of the Property Management System, the Central Reservations System and the interface, ensuring the systems are balanced at all times.
·  Compiles reports as and when necessary and when requested by the Reservations Manager.
·  To assist the Assistant Reservations Manager / Reservations Manager with any commission queries and debit notes.
·  To assist in developing applicable reservations operating standards, policies and procedures, in conjunction with the Assistant Reservations Manager / Reservations Manager.
·  To complete any other reasonable requests and activities associated with the successful running of the Reservations department and the Hotel.
·  When required, take ownership of all Group related tasks (rooming lists, billing instructions, follow up, group communication) in the absence of the Groups Executives or when required by management.
What we need from you

PEOPLE

·  You will embrace team spirit by cooperating well with all departments of the hotel, have strong and effective communication within the Reservations, Sales, Events and Front Office teams in order to support their function
·  You will drive for consistently high performance, and always lead by example
·  You will delegate appropriate tasks to the Reservations associates and supervise their completion
·  You will ensure that all associates consistently adhere to the applicable reservations standards, policies and procedures, and carry out corrective coaching as necessary, in conjunction with the Assistant Reservations Manager.
·  You will ensure that the Reservations team’s knowledge of product, promotions and agreements is consistently up to date, including ensuring that all reservations reference material (product files, promotion files, contracts)
·  You will assist in the training and development of all Reservations associates and other hotel associates as required.
·  You will ensure that all members of the Reservations team are able to handle enquiries effectively, which will include monitoring their quality of work and productivity, highlighting any areas of concern to the Assistant Reservations Manager / Reservations Manager and then addressing corrective measures as required.
·  You will in conjunction with the Assistant Reservations Manager / Reservations Manager maintain effective communication with the Market Area Central Reservations Office (MACRO) via scheduled visits, calls, updating company intranets, or daily ad hoc queries
·  You will support Performance Management within the Reservations team
·  You will as and when required conduct daily Reservation team briefings, and monthly meetings
·  You will lead by example to ensure appropriate standards of conduct, uniform, hygiene and appearance of staff are upheld in accordance with InterContinental London Park Lane standards, which also applies to the safety and security of the department
·  You will show initiative and display ownership for the development of your own and the Reservations team’s knowledge and skills to continuously raise the level of service we provide to our guests

GUEST EXPERIENCE

·  You will always display a positive attitude at work with a willingness to go the extra mile
·  To consistently communicate with the relevant departments regarding guest needs, arrival and departure information in a timely manner
·  You will consistently perform in a customer focused manner, where our guests receive prompt attention and personal recognition. Takes ownership of every guest request
·  You will handle Suite reservations in conjunction with the Assistant Reservations Manager / Reservations Manager and ensure special handling of top corporate clients, VIP’s, return guests, Owning Company members, Ambassadors and Priority Club members
·  You will continuously push yourself and the team to achieve maximum reservation accuracy, ensuring the perfect guest experience and accurate tracking of our business
·  To support the Assistant Reservations Manager in handling guest complaints, keeping senior management well informed of any challenges and action taken
·  You will be fully familiar and up to date with all guest recognition programs.
·  To ensure that all company, agent and guest profiles in the PMS are updated and accurate
·  To comply with all company policies and procedures and to respect the confidentiality of all guests

RESPONSIBLE BUSINESS

·  To actively support the Reservations Team’s Wheel objectives, to ensure that targets are met and support is given in order to achieve these
·  You will play an active role in any team related activities in support of our adopted charities as a Hotel or department
What we offer

You will be responsible for the supervision, support, training and development of the Reservations Associates at the InterContinental London Park Lane with the assistance of the Assistant Reservations Manager / Reservations Manager.

QUALIFICATIONS AND REQUIREMENTS

Essential

·  Previous Reservations Experience
·  Four or Five Star Hotel Experience
·  Supervisory Experience

Desirable         

·  Strong administrator and communicator.
·  Highly organized and efficient.
·  Excellent interpersonal skills and outgoing disposition.
·  Proactive and attentive to detail.
·  Ability to work on their own and take responsibility for their actions.
·  Able to work well within a small team and meet deadlines under pressure.
·  Quick to grasp concepts and able to adapt to changing situations.