Dual Property Reservations Supervisor

SUMMARY

Provides oversight for the reservations team. Assists Sales Administrative Assistant with entering rooming lists and transient reservations for the hotel?s Group, FIT and LNR accounts, as well as preparing for group arrivals. This position will also assist the Front Desk with agent duties when necessary. Oversee productivity of reservations agents and maintain acceptable levels of customer service. Responsible for assisting distribution management on block cut offs and inventory.

ACCOUNTABILITES

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

• Maintains guest service as the driving philosophy of the operation
• Personally demonstrates a commitment to guest service in responding promptly to guests? needs
• Committed to making every guest is satisfied
• Meets or exceeds guest satisfaction measures
• Ensures hotel standards and services contribute to the delivery of consistent guest service
• Implements and practices guest service initiatives and performs to Penn Stater and Scholar Standards

Reservation Operations

• Manager reservations and bookings for individual guests, ensuring accuracy and efficiency throughout the booking process.
• Coordinate group bookings with Opera, including building room and rate grid, managing room blocks and communicating details with Director of Sales.
• Attach appropriate rate codes to reservations based on SiteMinder with group block codes and promotional offers.
• Facilitate the booking of meeting and event spaces.
• Assist with the preparation and management of group rooming lists, ensuring timely and accurate communication with guests and group contacts.
• Provide administrative support to the management team, including Director of Sales, Reservations Manager and General Manager.
• Collaborate with other departments to ensure seamless coordination and execution of guest requests and operations tasks.
• Maintain up-to-date knowledge of industry trends, competitor offerings, and best practices in hospitality operations.
• Help manage call volume and email traffic and responses to our guests.
• 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 satisfaction.
• Assist with group arrivals by blocking rooms, routing charges, preparing key packets, and providing welcome materials to the Front Desk.
• Review group cutoff dates and pickup on a weekly basis to ensure reservation systems are in balance.
• Keeps up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
• Duties will include manual and computerized skills.
• Maintains a friendly, cheerful and courteous demeanor at all times. Offers Guest assistance when needed
• Complies with all safety and security policies in accordance with Penn Stater and Scholar standards.
• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Penn Stater and Scholar Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Comply at all times with Penn Stater and Scholar standards and regulations to encourage safe and efficient hotel operations.
• Other duties as required by management.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School diploma or equivalent, plus relative experience in customer service

LANGUAGE AND MATHEMATICAL SKILLS

• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
• Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs

REASONING ABILITY

• Ability to apply common sense of understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

None required at this time.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

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

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear
• Frequently required to reach with hands and arms
• Occasionally required to stoop, kneel, or crouch
• Occasionally lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus