[InterContinental Phu Quoc] Reservation Supervisor

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

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.)

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

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