Bilingual Hotel Group Reservations Supervisor

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The Intercontinental at Doral Miami is seeking an experienced Reservations Supervisor to join our team

Overview

Primarily supervises the reservation functions for the hotel ensuring all reservations are processed in a pleasant, professional, and efficient manner.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed 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 the associates have the necessary resources and adequate training to successfully accomplish their jobs. Ensures that the policies, procedures and standards of the department, division and company are met. Promotes a work environment where the staff and procedures produce maximum revenue and ultimately guest, owner and associate satisfaction. Coordinate with General Manger to maximize revenue and handle call volume.

Qualifications and Requirements

High school diploma or equivalent required/1 or more years' 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

• Employee Referral Program
• Free Employee meals
• Free parking
• Excellent Health/Dental/Vision benefits
• Employee rates at all IHG properties'

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)
• Hotel Reservations: 2 years (Required)
• Supervisory: 2 years (Required)

Work Location: In person