Reservations Supervisor

YOUR DAY-TO-DAY
People
• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
• Train colleagues to make sure they deliver with compliance and to the standards we expect
• Drive a great working environment for teams to thrive - linking up departments to create sense of one team
• Promote teamwork and quality service through daily communication and coordination with other departments
• Recommend or initiate any HR related actions where needed
• In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known
• Supervise and monitor Reservations team, ensure the team follows grooming standard and hotel policy
• Develop and maintain a regular pattern of sales calls
• Record and process reservations made by phone/fax/email
• Accept and follow up wait list reservations

Financial
• Help create the department’s annual budget and the setting of departmental goals
• Monitor budget and control expenses with a focus on equipment and labour costs….
• Manage “no show” reservations and cancellations by investigation, recording and following up penalty charge
• Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks
• Manage allotments for Wholesales FIT
• Prepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.)
Guest Experience
• Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
• Promote the Hotel’s (and IHG generally) products and services
• Maintain a high level of product and service knowledge about all IHG Hotels in your region
• Prepare and execute action plans which increase reservation sales and associated business
• Maintain knowledge of special rates/ offers/ promotions
• Monitor upselling target and encourage team to yield more revenue
• Ensure arrivals/ VIP bookings must be checked carefully and well prepared prior to check in

Responsible Business
• Attend groups meeting with Sales and Operation teams
• Monitor extranets of OTAs and TAs
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done
• May assist with other duties as assigned by management