Reservations Supervisor

Summary

The Reservation Supervisor supervises and coordinates activities of associates engaged in taking, recording and canceling reservations by performing the following duties.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

· Back up for Group Rooms Coordinator/Reservations Supervisor

· Posting of daily deposits from Accounting, Catering, Conference Services & Sales

· Posting of daily no show charges once research is completed

· Posting of daily cancellation charges once research is completed

· Weekly reservation check for duplicate reservations and resolution of findings

· Management of all special event reservations (ensure all payments are received by deadlines)

· Responsible for all breakfast vouchers when applicable to groups

· Double checking of group resumes when completed by Group Rooms Coordinator/Reservations Supervisor

· Daily arrival check of third party & FIT reservations (routing, rates, dates, booking ref #)

· Group commissions and audits

· Able to handle guest issues and resolve in a timely manner

· Able to back up as a Reservations Sales Agent when needed

· Assist Reservations Sales Agent, Reservations Manager and Director of Revenue Management

· Make arrangements for FIT payments for all non-Direct Bill accounts (30 days prior to arrival)

· Consistently update REPEAT guest details ensuring rooms are linked to the appropriate profile

• Answers phones and inputs reservation information
• Assists guests as necessary with problems and inquiries
• Inputs group information into Delphi
• Opens, closes and allots inventory to extranets as needed for Hotel Monteleone and Bienville House as instructed
• Submits rate changes through Ideas for HM and EZ Yeld for BH
• Cuts off blocks daily so that available inventory is accurate
• Receives contracts detailing room allotments for conventions from sales representative and feeds information into database
• Corresponds with groups and travel agents to answer special requests for rooms and rates
• Determines work procedures, prepares work schedules, and expedites workflow
• Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
• Studies and standardizes procedures to improve efficiency of subordinates
• Performs the work of subordinate personnel as needed
• Adjusts errors and complaints
• Other duties as assigned

Competency

To perform the Reservations Manager position successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics
• Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others
• Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments
• Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others; try new things
• Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings
• Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members
• Written Communication - Write clearly and informatively; edit work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information
• Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcome resistance; prepare and support those affected by change; monitor transition and evaluate results
• Delegation - Delegate work assignments; match the responsibility to the person; give authority to work independently; set expectations and monitor delegated activities; provide recognition for results
• Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision
• Managing People – Include staff in planning, decision-making, facilitating and process improvement; take responsibility for subordinates' activities; be available to staff; provide regular performance feedback; develop subordinates' skills and encourage growth; solicit and apply customer feedback (internal and external); foster quality focus in others; improve processes, products and services; continually work to improve supervisory skills
• Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness
• Business Acumen - Understand business implications of decisions; display orientation to profitability; demonstrate knowledge of market and competition; align work with strategic goals
• Cost Consciousness - Work within approved budget; develop and implement cost saving measures; contribute to profits and revenue; conserve hotel’s resources
• Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce
• Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values
• Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefits hotel through outside activities; respect diversity
• Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events
• Attendance and Punctuality - Consistently arrive at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time
• Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan
• Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and take advantage of opportunities; ask for and offers help when needed
• Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention
• Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process; make timely decisions
• Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals
• Planning and Organizing - Prioritize and plans work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedules other associates and their tasks; develop realistic action plans
• Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments
• Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality
• Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly
• Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe condition ; use equipment and materials properly

Qualifications

The requirements listed below are representative of the knowledge, skills, and ability required for an individual to successfully perform the essential duties and responsibilities of the Reservations Supervisor position:

Language Ability

• Effectively interact and communicate in English with people from diverse backgrounds
• Read and write routine reports and correspondence
• Speak effectively before groups of customers or associates of the hotel

Math Ability

• Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals
• Compute rate, ratio and percent
• Draw and interpret bar graphs

Reasoning Ability

• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Interpret a variety of instructions furnished in written, oral, diagram or schedule form

Computer Skills

· Word processing and spreadsheet software

· Payroll systems

· Internet software

· Opera database software

· Contact Management systems

· Utilize Microsoft Excel to create spreadsheets

Supervisory Responsibilities

· Directly supervise no more than ten (10) associates in the Reservations Department

Work Environment

• The noise level in the work environment is usually moderate
• The position is located in an office setting with controlled temperatures

Physical Demands

• The individual is regularly required to sit, talk and hear
• The individual is frequently required to use hands to fingers, handle or feel

Position Status and Availability

• Available to work a full-time, flexible shift (AM – PM) Monday – Sunday including holidays

Education and Experience

· An Associate's degree (A. A.) or equivalent from two-year college or technical school or

· At least five (5) plus years of hotel reservations experience

· One (1) or more years of hotel supervisory/management experience

· A demonstrated ability utilizing Microsoft Excel to create spreadsheets

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Food provided
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift

Work Location: In person

Salary : $15