Reservations Supervisor
The Ritz-Carlton, Dubai
Total years of experience :21 years, 8 Months
Handling a team of three reservations agent and three communications agent including one Executive Reservation service coordinator Supervise, train and evaluate reservation agents, ensuring all procedures are performed to the hotel standards.
Maximise the productivity of the department through ongoing trainings and development programs; ensure mystery calls are conducted to monitor our sales and reservations conversion.
Responsible for training reservations team, doing their Key Results Area & Performance Development Review.
Assist Revenue Management & Reservation manager with inventory control.
Inform Revenue Management of unusual activity e.g. excessive cancellations, pick up.
Restrict/authorize inventory in absence of Revenue Management.
Responsible for daily pick-up, hotel comparison and other revenue reports
Assist Sales, Conference Services and Group Coordinators in decision-making regarding group block availability and rate.
Monitor and handle guest complaints/ disputes following the instant pacification procedures and ensuring guest satisfaction.
Responsible for Automatic Call Distribution tracking system to ensure that the maximum calls are captured for reservation as well as PBX, meeting the set goal of 95% call capture.
Responsible for loading of allotments rates, different seasonality’s, updating of profiles (travel agent and guests).
Uploading the rates, inventory and the hotel information and content on the various extranets like Booking.com, Expedia & Orbitz etc.
Special Corporate / Business Travellers
Build company profiles and all rate programs in PMS as well as Marsha.
Link accounts to a Master Account and attach rate codes in PMS according to market segment.
Maintain Transient Sales weekly Account Production Sheet.
Prepare Special Corporate/Volume Travel Production Report monthly and review results with Transient Sales team.
Participate in sales calls, customer events, etc under the direction of the Transient Sales Team
Review daily arrivals to ensure business travel reservations contain all necessary information, business trends, identifying new accounts and tracking production. Compile VIP reservations to report to business travel team.
Groups / Mini Hotel
Maintain complete knowledge of upcoming and in house groups
Communicate status of groups (Groups approaching cut-offs and full blocks) to Revenue Management, Sales, Conference Services, Meeting Planners and Reservations Manager.
Ensure group room blocks are released to general inventory after group cut-off dates or cancellations.
Communicate special group request requirements to the Front Desk in the reservation, traces, email and any other effective means of communication.
Clean and Monitor individual group mini hotels.
Maintain correct and accurate information in GDS and PMS to help Revenue Management, Reservations Manager and the Director of Sales make educated recommendations for the future.
-Responds 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.
-Negotiates 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.
-Operates reservations system by entering and accessing data in order to provide callers with accurate hotel information. Duties will include manual and computerized skills.
-Provides 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.
-Enters 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.
My primary duties include serving as the main point of contact for all guests requests and needs. Also responsible for answering and distributing a high volume of incoming calls, recording the guest request and then pursuing the issue to a resolution. Also, responsible for
up sale and taking room service orders.
answer incoming calls; determines intent of caller and makes appropriate connection.
- Receives and routes a variety of calls for general campus information including complaints, emergencies, bomb threats and security calls.
- Assists in maintaining and updating telephone directories and event schedules via computerized data base when notified of changes in order to access correct information.
- Places long distance and conference calls for authorized parties.
- Assists in reporting telephone equipment or service complaints and problems.
- Maintains logs of calls placed and any additional information required for various reports or special projects.
- Trains or assists with training new telephone operators in performance of job duties.
- Operates and maintains telephone system which disseminates informational messages to callers regarding specific topics; determines what information caller requires and plays appropriate tape; maintains tape inventory
*Plan and furnish private homes, public buildings, and commercial establishments, such as offices, restaurants, hospitals, hotels and new multi-dimensional projects for top grade clientele.
*Perform quality inspections of design and installation work to ensure adherence to requirements and specifications as per the drawing board.
*Design and implement space management, including measuring spaces and arrange placement of furniture, fixtures and other objects within the confines of the space.
*Responsible for the landscaping and development of outdoor confines as per the desired aspirations of the client.
*Supervision of a 60 strong workforce and balancing their output to the maximum standards.
*Specialized in financial accounting, auditing and taxation besides orientation and collaboration in business management, economics and the commerce sector.