Reservations Supervisor at Kempinski Hotels

Key Responsibilities

• Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
• Train, develop, and motivate staff to increase productivity.
• Participate in staff recruitment, organize on-the-job and monthly training for all staff, supervise and manage performance to ensure clients’ satisfaction and adherence to Kempinski service standards.
• Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Review PMS Synxis & Duetto availability keeping sufficient inventory for high yield segments.
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
• Ensure all internal package breakdowns are loaded and in line with financial department.
• Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
• Control no show and late cancellation charges.
• Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
• Ensure that the team is aware of the internal credit policy.
• Follow up on lost business and bring information about them to the knowledge of the department superiors.
• Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
• Spot-check reservations made the previous day and check all VIP arrivals.
• Prepare reports on a daily, weekly and monthly basis.
• Maintain all reservation standards.
• Keep department informed of all changes in systems or procedures.
• Monitor reservation pick-up for the coming months.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Test calls KEA/COYLE results >85%.
• Maintain an internal up-selling programme for the Reservations department (benefits team competition).
• Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
• Select and recruit suitable employees for the department using prescribed set of policies and procedures.
• Conduct annual performance evaluations.
• Perform any other duties as assigned to him/her by management.

Skills, Knowledge and Expertise

• 3 years’ experience in a similar position in a (4/5 star) Hotel.
• Knowledge of Opera PMS is imperative
• Experience with reporting and market performance reports
• Ability to work and communicate in a multinational environment:
• Detail orientated and hands on
• Effective ability to supervise, motivate, train and develop team members
• Demonstrate self-confidence, energy and enthusiasm
• Ability to investigate systems malfunctions or user-input errors
• Ability to analyse data, make meaningful conclusions and base sound decisions and strategies
• Knowledge of industry-specific terminology such as ADR, RevPAR, on-the-books, etc.