Reservations Supervisor

COCOTEL

An online hotel management company, growing to be the largest collection of independent hotels and resorts in Asia Pacific with over 180+ properties is now looking for talented individuals.

As a Reservations Supervisor, you will play a crucial role in ensuring the smooth operation of reservation processes within the company. You will oversee a team of reservation executives and coordinate with other departments to guarantee exceptional customer service and efficient booking procedures. The role requires strong leadership, organizational skills, and a dedication to providing excellent guest experiences.

Responsibilities

• Entering new reservations into the system, including booking dates, times, and any special instructions.
• Managing the reservation schedule to ensure that all available spaces are filled, but that there are enough free rooms for incoming guests.
• Ensuring that all staff members assigned to handle reservations are familiar with the process and can handle common problems that may arise.
• Checking in with guests who have already made reservations to confirm they will be coming or if there are any other issues with their stay (such as lost luggage).
• Managing the day-to-day operations of their department and ensuring that their team is adequately trained to handle customer requests.
• Keeping up with trends in the hospitality industry so they can adjust their policies accordingly.
• Monitoring trends in booking patterns so they can anticipate demand and make appropriate adjustments to staffing levels or other resources needed to serve customers effectively (e.g., adding more receptionists during peak times).
• Providing customer service to customers via phone, email, or chat.
• Overseeing the creation of monthly reports on key metrics, including call volume, average hold time, and agent productivity.
• Manage the Reservations team & all rooms reservations processes for the hotel. For both individual and group bookings.
• Assisting the Revenue Manager in developing new Reservations/Revenue SOPâs for the team following the introduction of a new property PMS.
• Manage the Reservations team to meet and exceed budgeted targets.
• Develop the Reservations team to ensure the constant delivery of excellent guest and customer service.
• Ensure all email traffic is monitored and reservations appropriately recorded and checked â dates, price, market segmentation, sources etc.
• Manage no-show and cancelled reservations and process charges according to hotel policy.
• Work closely with the Sales team to help identify leads and convert leads to confirmed bookings.
• Liaise with the Revenue Manager to maximize room revenue.
• Assist the Revenue Manager with daily, weekly and monthly revenue reporting.
• Deal with customer complaints & reviews in a professional and efficient manner, ensuring guest satisfaction at all times.

Qualifications

• Must have a bachelorâs degree in hospitality management or related field, or equivalent experience.
• Proven experience in the hospitality industry.
• Must be proficient in MS Office Suite, Google Drive, Reservation software.
• Must be able to manage multiple projects at once and prioritize tasks based on deadlines and personal preferences.
• Must be able to work remotely as needed, with the ability to travel for training and meetings as needed.
• Strong communication and interpersonal skills.
• Ability to work independently, prioritize tasks, and meet deadlines.
• Ability to manage time, resources and staff effectively.
• Excellent customer service skills.