Reservation Supervisor

We are hiring an energetic, passionate, and experienced candidate for the position of Reservation Supervisor at Ramada by Wyndham Amritsar .

Duties and Responsibilities of Reservation Supervisor :

Act as a 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.

Answer guest inquiries pertaining to hotel services,  registration  of guests, and shopping, dining, entertainment and travel directions etc.

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 .

Maintains a clean and organized work area.

Attends all scheduled meetings as required with HOD's or Sales team.

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 party etc.

If there are failed reservations to update the Hotel software then process those reservations manually.

Co-ordinate with the Channel manager, or software  vendors  for any availability, rate or booking integration issues.

Handle external systems like channel Manager, Web  booking engines , Rate comparison tools, Online  Travel Agents  extranets etc.

Update  No-shows  and  cancellations  on all OTA's without fail to avoid and unwanted  commissions .

Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)

Adjust rates according to suggestions from Yield or  Revenue management  systems.

Verify all reservations taken on the reservation forms are updated on the  PMS  without fail.

Understand and enforce hotel and company  credit  policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.

Verify if each reservation requests are processed as per the hotel standards and without delay.

Verify if reservation confirmation letters  are send for all processed bookings within the stipulated time.

Process  retentions , no-show and cancellations as per the hotel policy and procedures.

Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.

Monitor all  Tentative  / Provisional /  Waitlisted  bookings entered on the system and follow up done for deposits / guarantee.

Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.

Keep records of room availability, rates, amendments, daily reservation pickup, rooms on  book , cancellations, no-show, etc.

Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.

All reservation modifications are updated on the  property management system  immediately and accurately in case of any changes.

Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.

Manage reservation function to maintain the highest possible room  occupancy  and average daily rate through  suggestive selling  and recommendations from external yield or revenue management systems Eg. Ideas.

Ensure acceptable service levels and all statistical reports are sought and maintained.

Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.

Check forecasting reports based on statistics codes ( Market, Source, Rate Code etc.),reservations which are wrongly tagged should be amended.

Receive contracts detailing room allotments and creates allotments on the hotel management system.

Train newly recruited reservation staffs in taking reservations, telephone etiquettes , reservation module on hotel software and processing emails.

Other Requirements:

Excellent communications skills and extremely organized.

Service Orientation ie actively look for ways to help people.

Ability to work with multiple systems and applications like spreadsheets, databases, work processing, property management software's, Booking engine, OTA Extranets,  Yield management  systems and  computers .