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Reservations Supervisor

Accor Hotels

Miami Beach, FLFull-timeNo compensation foundPosted 3w agoVerified open 5 days ago
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At a glance

Compensation
No compensation found
Location
Miami Beach, FL
Schedule
Full-time
Work Authorization
Not specified

Job overview

Accor Hotels is hiring a Reservations Supervisor. Under the guidance of the Reservations Manager, the Reservations Supervisor oversees luxury and lifestyle reservations, ensuring Forbes Five Star call standards, managing guest bookings, travel agent commissions, group requests, and coordinating with sales and operations to maximize guest relationships and satisfaction.

Key focus areas include Process travel agent commissions, Process group requests and block reservations, and Process hotel, restaurant and nightlife reservation requests.

Important skills include Forbes Five Star Call Standards, Voice Sales, Processing Travel Agent Commissions, Processing Group Requests, Blocking Reservations, and Processing Company Hotels, Restaurants And Nightlife Reservation Requests. Preferred (not required): Good Communication Skills, Customer Service Oriented, Computer Skills, and Flexible Schedule.

Skills & qualifications

RequiredNice to have

Skills

Forbes Five Star Call StandardsVoice SalesProcessing Travel Agent CommissionsProcessing Group RequestsBlocking ReservationsProcessing Company Hotels, Restaurants and Nightlife Reservation RequestsLiaison Between Sales Manager and Operational ManagersAnswer Phone Calls PromptlyCourteous MannerKnowledge of Current RatesKnowledge of Marketing SpecialsKnowledge of Resort OperationsKnowledge of Hotel LayoutKnowledge of Room TypesKnowledge of SuitesKnowledge of Meeting RoomsAwareness of Hotel Selling StatusAwareness of AvailabilityUpsell OpportunitiesKnowledge of Special Rates and PackagesSecuring Required Information From GuestUnderstanding Reservation PolicyCommunicating Guarantees, Cancellations and No-ShowsFollowing Up on Guest RequestsFollowing Up on Colleague RequestsHandling Daily CorrespondenceResponding to InquiriesMaking ReservationsMaintaining Correspondence via Reservations InboxAdhering to Hotel Rules and RegulationsParticipating in Departmental MeetingsCreating Positive Relationships With Other DepartmentsKnowledge of Spa ServicesAssisting With Inputting Weekend Third Party ReservationsSpeak ClearlyHear ClearlyDepth PerceptionBalanceWork With ComputersGood Communication SkillsCustomer Service OrientedComputer SkillsFlexible ScheduleMulti-Lingual

Qualifications

Able to Work Seated at Least 8 Hours Per DayAble to Pull and Lift Packages at Least 40 PoundsHospitality DegreePrevious Reservation Experience

Full job description

Job Purpose:

Under the general guidance of the Reservations Manager, the Reservations Supervisor is responsible for Luxury and Lifestyle reservations, overseeing guest booking experience and voice sales to assist the property in maximizing the relationship between guests, travel agents and third parties in line with Delanos’ culture. The Supervisor will follow and adhere to Forbes Five Star call standards in every interaction and will be responsible for achieving or exceeding the call standards as determined by Forbes and Delano.

Duties & Functions:

  • Processing travel agent commissions.

  • Processing of group request as well as blocking reservations.

  • Processing of the company hotels, restaurants and nightlife reservation requests.

  • Liaison between sales manager and operational managers.

  • Answer all phone calls promptly and in a courteous mannering keeping with Forbes and Delano standards

  • Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.

  • Know the layout of the hotels including all room types, suites and meeting rooms.

  • Be aware at all times of the selling status of the hotel, availability and upsell opportunities.

  • Have a complete knowledge of our special rates and packages and know which benefits are included in each.

  • Secure all required information from the guest when making a reservation.

  • Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.

  • Follow up on any guest or colleague requests to ensure satisfaction in a friendly and professional style.

  • Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence via reservations inbox.

  • Be aware of and adhere to the rules and regulations of the hotel and the Reservations department.

  • Participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.

  • Create and maintain positive relationships with all other departments and know how they relate to the reservations department.

  • Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.

  • Assist with inputting weekend third party reservations such as internet and wholesale

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Hospitality degree preferred.

  • Good communication skills.

  • Customer service oriented.

  • Previous reservation experience.

  • Computer skills.

  • Flexible schedule.

  • Multi -lingual preferred.

  • Must be able to work seated at least 8 hours per day.

  • Must be able to speak and hear clearly to communicate with potential guests by phone.

  • Must be able to pull and lift packages at least 40 pounds of force.

  • Must have depth perception and balance, for overall performance and be able to work with computers

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