Supervisor Reservation

5 months ago

Detroit, United States Sage Hospitality Group Full time

Job Overview

At Shinola Hotel, our Reservations Supervisor is at the forefront of creating an exceptional check-in experience for our guests. As the Reservation Supervisor, you will play a vital role in ensuring a seamless and memorable experience for our guests. This position ensures all aspects of each guest reservation are handled efficiently and in line with the hotel's standards.

This position involves daily tasks related to reviewing and updating reservation information to proactively ensure accuracy, managing daily arrivals, and organizing guest requests and special amenities.

This position involves daily tasks related to reviewing and updating reservation information to proactively ensure accuracy, managing daily arrivals, and organizing guest requests and special amenities.

Responsibilities

Answer the telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately, using the hotel's selling strategy and segmenting reservations into the appropriate category. Prepare and reconcile forecasts and reports to include but not limited to; a daily three-day forecast, 90-day forecast strategy boards, etc. Supervise the Reservations Sales personnel; interview, hire, train, coach and counsel, schedule, verify and direct. Responsible for performance reviews development. Verify all reservations and group room blocks. Input promptly, correctly code and update all hotel information into the reservation system. Track denials, demand and forecast information on a daily basis including franchise database. Maintain accurate records for guaranteed no-shows, cancellations, advance deposits, occupancy and history information. Maintain a group information log and monitor the progress of all room blocks. Maximize franchise resources, including rate solicitation, program participation and other tools. Respond to telephone inquiries and reservation requests by explaining product and service options in order to sell rooms. Gathers needed information from customer in order to confirm reservation. Negotiate rates and up-sells rooms in order to increase occupancy and maximize revenues. Promotes the hotel and its services in order to capture customers and increase revenues. Operate reservations system by entering and accessing data in order to provide callers with accurate hotel information. Duties will include manual and computerized skills. Provide accurate and up-to-date manual and computerized reports on daily and monthly room and reservations information in order to assist management with forecasting, tracking and staffing. Direct yield management effort effectively. Enter all special room requests into computer or manual system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction. Keep up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries. Input group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.

Qualifications

Education/Formal Training

High School diploma or equivalent. Further education is desirable.

Experience

Must have two to three years of hotel front office and/or reservations experience.

Knowledge/Skills

Skills & Qualifications:

Attention to detail and accuracyExceptional attention to detail and organizational skills.Clear verbal and written communication skills (REQUIRED)Experience using Microsoft Suite (REQUIRED)Effective communication and teamwork abilities.Ability to work in a fast-paced environment and open office settingAbility to multitaskStrong problem-solving and decision-making skills.Proactive and results-oriented approachEffective time management skillsExperience in hotel reservations and or front office

A Plus:

Effective interpersonal skillsStrong phone skills Working knowledge of Hotel PMS Working knowledge of Sertifi Supervisor experience

The position requires flexibility in scheduling, must be able to work Full-time (40 AM/PM during the hours of 7 am-11 pm, weekends & holidays included**

This position reports to the Reservations Manager and Directors as needed

Must possess communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to take reservations over phones. Ability to read computer screen and relay information to guests. Ability to negotiate, convince, sell and influence. Excellent comprehension and literacy required to read and understand computer screen, reports, etc. Mobility -ability to move around reservations area. No continuous standing required. No driving required.

Benefits

Medical, dental, & vision insurance

Eligible to participate in the Company’s 401(k) program with employer matching

Health savings and flexible spending accounts

Basic Life and AD&D insurance

Employee Assistance Program

Great discounts on Hotels, Restaurants, and much more.

Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.

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