Reservations Supervisor

• Assist in the day-to-day operations of the Reservations Department
• Manage telephone, fax and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
• Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
• Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximise revenue
• Produce quotations and written confirmation to all clients
• Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
• Ensure Team Members are developed effectively, maintain a thorough understanding of hotel facilities and processes, and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
• Ensure bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate; and Reservations policies and procedures are followed to ensure Guest satisfaction
• Monitor the appearance, standards and performance of the Reservations Team with an emphasis on training and teamwork
• Assist in the recruiting, managing, training and developing of the Reservation team

• Good organisational and administration skills
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Confident telephone manner
• High level of IT skills
• Excellent grooming standards
• Knowledge of the hotel property management systems
• Previous experience in the Reservations/Sales function within the hotel/leisure sector
• Relevant degree or other qualification in a business discipline

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