Reservation Supervisors
Gullivers Travel Associates (GTA)
Total years of experience :24 years, 8 Months
DUTIES AND RESPONSIBILITIES
• Quality Control; distribute staff work load, monitor in trays ensuring customer service expectations are met. Check and pass/reject bookings in status 4 on reservations system.
• Inventory Control; Effectively manages costs within areas of responsibility and identifying new and innovative ways to reduce costs without compromising SLA's
• Quality control of communication from reservation staff. Holding regular meetings with Sales Support and Contracting to drive product requirements for the territory and be actively involved with pricing structure ( keeping line manger in loop at all times)
• Manage, motivate, evaluate and monitor team activities.
• According to company policies and employment laws, ensure relevant HR procedures are followed (attendance, appraisals, rosters, performance, holidays etc.). Monitor, measure and report on individual staff performance.
• Training of new staff and to provide refresher training to existing staff on systems and procedures.
• Maintaining and presenting to the management daily, monthly, quarterly and yearly reservations figures.
• Handle complimentary bookings and special rates requests from hotels
• Meeting and negotiating with respective hotels to get the best possible deals for all GTA groups and to secure space on top priority basis.
• Coordinating with sales offices worldwide by providing them with presentations regarding the region for all in bound group business
• Deal with allotment bookings with hotels and secure space in addition to the contracted allotment
• Visit hotels to build and maintain relationships
• To provide refresher training for hotels on line system to the reservations team in the hotels
• To ensure that the team process top up’s on time
• Authorising and finalising the complaints and help desks to ensure they are resolved satisfactorily
Financial Responsibility
Responsible for assisting Sourcing team to implement the year strategy action plan and achieve the target for the area
Negotiate Rates and availability of assigned accounts
Optimizing the assigned accounts through the year to make sure conditions are competitive and consequently room nights target are met.
Support the sourcing team with certain projects (DI audit, Availability project, All world sales Campaign)
* Confirming Bookings
* Confirming Non contracted hotels
* Confirming “Special” room types
* Confirming bookings for Day use
* Confirming Complimentary bookings
* Confirming bookings with different meal types
* Confirming Dubai VIP Clients
* Confirming Sundry Items
* prepare FIT Prepayment Procedures
* action Apartments & Suites Queries
* action on the bookings Amendments
* process bookings Cancellations
* process No Show Bookings
* confirm bookings with special rates
* process and follow on Book outs bookings
* handle In-House Complaints for guest booked through the company
-Answer customer enquiries for accounts and credit cards applying banks policy and knowledge
-Attempt to solve customers problems and apply and follow customers logged complaints
-Attempt for service to sales for PL\CL\C.Cards
- Understands and applies working knowledge of documentation procedures
-Ensure to apply high quality with first time resolution for all customers requests and enquiries
Welcoming and recieving guest accodring to standard, Check in and check out Procedure according to standard.
check VIPs and prepare pre-regiseration Procedure according to standard.
follow up high balance folios Procedure.
safe box inventory.
papaer filing according to standard
Arrange Sales meetings with costumers
Arranging sales planes with corporate accounts
Report all sales meetings and calls
Arrange Sales meetings with costumers
Arranging sales planes with corporate accounts
Report all sales meetings and calls
Supervising all front office processes (housing, reservation, data insertion and receiving payments and safe deposits) for the whole shifts.
Arranging shift's attendants.
Assigning tasks for F.O clerks.
Preparing monthly front office reportsoccupancy, reservation, no show) for managerial level.
Supervising guest accommodation procedure
Revising data insertion
Revising guest folios preparation
Prepare rooming reservation and blocking
Receiving payments and safe deposits
Receiving and accommodating gusts
Inserting gust data in hotel system
Receiving guest complains and follow it up
Preparing guest folios and receiving payment
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