Reservations Supervisor

Full Time @ Kempinski Hotels Sector: Hotel, Restaurant & Hospitality
  • Doha, Qatar
  • Date Posted : May 23, 2022
  • Salary: Negotiable
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About the job


The incumbent of this position is responsible for the efficient functioning of the Reservations department.


The Job Of Reservations Supervisor Is Executed Satisfactorily When

  • Reservation standards are implemented and complied to.
  • All relevant data is entered into the systems in a timely and accurate manner
  • Data is reviewed and analyzed on an ongoing basis
  • The department number two is fully able to manage all daily tasks, and can manage all aspects of reservations (cut off dates, rooming lists, guest complaints).
  • Direct reports have a career plan.
  • All inventory (transient, group, wholesale allotments and other) and pricing strategy in all distribution channels including branded web, 3rd party sites and the GDS are effectively managed.
  • All distribution channels are returning appropriate availability and pricing for the following 365 days.
  • New Revenue Management tools are being used, including IDeaS where applicable, Channel Manager, Opera, and any new/similar tools or reports.
  • The Sales team is trained on the effective use of Opera to improve profitability of group bookings where applicable.
  • All WebEx sessions organized by Corporate are attended (unless valid business reasons).
  • Receipt of any email request is acknowledged within a maximum of 48 hours

Main 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, organise on-the-job and monthly training for all staff, supervise and manage performance in order 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 MyFidelio, OCM & PMS 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 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 LQA / IFH results > 85%.
  • Maintain an internal up sell 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 by the management.

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