Booking Operations Supervisor

1 week ago

Sunny Isles Beach, Florida, United States Sunny International Management Llc Full time
Job Overview

Position Summary:

The Booking Operations Supervisor will be tasked with managing the reservations department, ensuring that all bookings are processed efficiently and accurately to optimize revenue generation. The ideal candidate will lead the reservations team, address inquiries from guests and property owners, enhance booking systems, and collaborate with various departments to guarantee smooth operations. This position demands a combination of leadership, customer service, and analytical capabilities to improve guest satisfaction and drive financial success.

Key Responsibilities:

Management of Reservations:

  1. Supervise and direct the reservations team, ensuring that all bookings are managed professionally and promptly.
  2. Continuously train and mentor staff to enhance revenue and profitability.
  3. Guarantee that all reservations are accurately recorded in the property management system (PMS).
  4. Collaborate with wholesalers, travel agencies, and online travel agents (OTAs) to strengthen partnerships.
  5. Manage VIP and complex bookings, ensuring all specific requests and needs are fulfilled.
  6. Maintain comprehensive knowledge of all property amenities, operational hours, and room configurations.
  7. Oversee incoming calls to ensure the team handles them professionally.
  8. Track group reservation activities daily and communicate updates with the Sales Department.
  9. Represent the reservations department in management discussions.

Revenue Optimization:

  1. Work closely with the Revenue Manager to execute pricing strategies and enhance room occupancy and revenue.
  2. Analyze booking trends and market dynamics to adjust strategies as needed.
  3. Maximize revenue potential by promoting additional services, such as room upgrades and special packages.

Guest Engagement:

  1. Deliver exceptional customer service by addressing guest inquiries, concerns, and special requests related to bookings.
  2. Ensure all guest communications, both verbal and written, are professional, courteous, and precise.
  3. Resolve guest complaints regarding reservations in a timely and professional manner.

System and Process Oversight:

  1. Ensure the reservations system is current, including room rates, availability, and promotional offers.
  2. Coordinate with IT and PMS vendors to resolve system issues and implement necessary upgrades.
  3. Maintain accurate records of all bookings and cancellations, ensuring adherence to hotel policies.

Leadership and Team Development:

  1. Recruit, train, and oversee the reservations team, providing ongoing coaching and performance evaluations.
  2. Foster a positive team culture that encourages collaboration and continuous improvement.
  3. Schedule and manage staff shifts to ensure adequate coverage during peak and off-peak periods.

Collaboration with Other Departments:

  1. Coordinate with the front office, housekeeping, and other departments to ensure all guest requests and bookings are fulfilled seamlessly.
  2. Communicate with the marketing team to promote special offers and packages.
  3. Work with the accounting department to ensure accurate billing and payment processing for reservations.

Reporting and Data Analysis:

  1. Prepare regular reports on booking trends, occupancy rates, and revenue performance.
  2. Analyze reservation data to identify opportunities for improvement in booking strategies.
  3. Report on key performance indicators (KPIs) to senior management, providing recommendations for enhancements.

Compliance and Policy Adherence:

  1. Ensure compliance with all reservation policies and procedures, including cancellation policies and data protection regulations.
  2. Stay updated on industry regulations and standards to ensure compliance.

Qualifications and Skills:

  1. Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
  2. Minimum of 3-5 years of experience in hotel reservations or front office roles, with at least 2 years in a supervisory or management capacity.
  3. Proficiency in a second language, preferably Spanish.
  4. Familiarity with Springer Miller Systems, TravelClick, and Microsoft Office Suite.
  5. Strong leadership and team management abilities, with a focus on motivating and developing staff.
  6. Exceptional customer service skills, emphasizing guest satisfaction.
  7. Excellent verbal and written communication skills, capable of effective interaction with guests, staff, and management.
  8. Strong analytical and problem-solving skills, particularly in revenue management and process enhancement.
  9. High level of accuracy and attention to detail in managing reservations and guest information.
  10. Flexibility to work varied schedules, including weekends and holidays, as required.

Physical Requirements:

  1. Ability to sit for extended periods while using a computer.
  2. Occasional lifting and carrying of items weighing up to 20 pounds.
  3. Clear communication skills over the phone and in person.

Working Environment:

  1. Primarily an office-based role within the condo-hotel.
  2. Fast-paced environment requiring multitasking and effective prioritization.
  3. Occasional interaction with guests at the front desk or during events.
Company Overview

We are a beautiful resort Condo/Hotel in Sunny Isles Beach, FL. We invite you to join our team.

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