Bilingual Hotel Reservation Supervisor
- Act as the main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
- Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc.
- Responds to all guest reservation requests and executes prompt, courteous, and accurate guest service at all times.
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
- Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
- Assists and prepare in groups pre-arrival process and also preparing group rooming lists.
- Create and manage rates and packages configured on the Hotel software.
- Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third parties etc.
- Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations
- Enforce and monitor with reservations agent no-shows and cancellations as per the hotel policy and procedures.
- Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations.
- Receive contracts detailing room allotments and create allotments on the hotel management system.
- Ensure that Guest service agents at the front desk are also trained on reservations and checking hotel availability.
- Inventory balancing thru OXI and Opera.
- Update and maintain accurate Group and Corporate account information on IHG Voice.
- Monitor Group Cut-off date and communicate efficiently with Sales Team
- Coordinate Upsell efforts via NOR1 by monitoring and communicating with all departments involved.
- Complete month ends reports in a timely and organized manner.
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