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Reservations Operations Supervisor

2 months ago

San Francisco, California, United States Accor Hotels Full time
Company Overview

Why choose Accor?
We are more than just a global leader in hospitality. We embrace individuality and provide opportunities that align with your unique personality. Our commitment is to foster your growth and learning every day, ensuring that your work is meaningful and fulfilling. As you journey with us, you will discover the endless possibilities that Accor has to offer.
At Accor, every chapter of your career is yours to shape, and together we can envision the future of hospitality. Explore the life that awaits you at Accor by visiting Accor Careers.
Embrace your passion, care for the world, and dare to challenge the ordinary #BELIMITLESS

Role Overview

Key Responsibilities:

  1. Oversee the reservations department, including the communication center, ensuring adherence to hotel standards and procedures.
  2. Facilitate effective teamwork and supervise the reservation and telephone operator teams consistently.
  3. Ensure all incoming and outgoing room reservation requests are managed according to hotel standards.
  4. Enhance guest loyalty and satisfaction by delivering exceptional service through effective communication and sales techniques, thereby improving the hotel's reputation and revenue.
  5. Identify potential clients and relay pertinent information to the Sales Department.
  6. Recognize VIP guests and implement the appropriate policies.
  7. Maintain strong commercial relationships with all bookers, including guests, companies, and agencies.
  8. Promote Accor loyalty programs and hotel promotions effectively.
  9. Safeguard guest privacy and confidentiality of information.
  10. Act as a representative of management in addressing guest complaints or assisting team members with unresolved issues.
  11. Handle guest complaints professionally, ensuring resolution to their satisfaction and proper documentation.
  12. Consult with the Director of Rooms or the Reservations Manager for guidance in critical situations.
  13. Stay informed of all guest feedback and complaints.
  14. Ensure proper telephone etiquette is maintained in line with Sofitel standards.
  15. Guarantee that the reservation team possesses thorough knowledge of room types and pricing structures.
  16. Verify the accuracy of all booking information entered into the Property Management System (PMS).
  17. Maintain accurate Guest History records and pre-register recurring guests.
  18. Ensure the team is well-versed in hotel configuration and product offerings.
  19. Achieve quality and yield management performance objectives with the reservations team.
  20. Implement and monitor financial and audit procedures effectively.
  21. Provide operational assistance and proactively suggest improvements for any identified issues.
  22. Ensure proper use of all equipment and property management systems, maintaining comprehensive knowledge of setups.
  23. Implement and adhere to daily checklists.
  24. Assist in securing external accommodations for guests in the event of overbooking.
  25. Gather competitive intelligence and insights regarding their activities and sales strategies.
Qualifications
  1. Degree in hotel management or a related field.
  2. Minimum of 3 years of experience in hotel reservations and room divisions.
  3. Familiarity with hotel operational technologies (e.g., Opera) and various distribution channels.
Additional Information

Your team and working environment:
In a few sentences, introduce the team or office environment, reflecting the company culture.
Note: Customization may be included for any specific local or legislative requirements, such as work permits.
Our commitment to Diversity & Inclusion:
We are dedicated to fostering an inclusive workplace and aim to attract, recruit, and promote diverse talent.