Bilingual Hotel Reservation Supervisor

: Overview: The Hotel Reservation Supervisor primarily supervises the reservation functions for the hotel, ensuring that all reservations are processed in a pleasant, professional, and efficient manner. At InterContinental Hotels & Resorts, we prioritize individuals who embody charm, confidence, and an international mindset, capable of exceeding guest expectations. Duties and Responsibilities:

• 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.

Accountability: The Reservations Supervisor will ensure that associates have the necessary resources and adequate training to successfully accomplish their jobs. They will also ensure that the policies, procedures, and standards of the department, division, and company are met, promoting a work environment that produces maximum revenue and guest, owner, and associate satisfaction. Qualifications and Requirements: High school diploma or equivalent required. 1 or more years of experience in Reservations and/or Front Office Supervisor or Supervisory position. Excellent written and verbal communication skills. Success-driven and able to achieve specific reservations sales targets and maximize sales opportunities. Highly flexible in finding solutions to both guest and associate issues. Must speak fluent English. Other languages preferred. We offer: Long-term full and part-time employment opportunities. Employee Referral Program. Free employee meals. Free parking. Excellent Health/Dental/Vision benefits. Employee rates at all IHG properties. Paid Time off Life Insurance Hourly rate: $17-18 p/h